Most unprofessional staff in 20 yrs of traveling
I am a physician and biotech executive and booked myself and 2 other colleagues for a stay starting June 13. I checked in fine, but I told the night staff that my colleague would arrive later in the morning the next day. I told him explicitly that my colleague's flight was delayed, that it was OK to charge us for the current night's stay, but to make sure NOT to cancel her room because she would be checking-in in the morning due to the flight delay. I gave the hotel staff her name, and said I would be happy to give my credit card number to guarantee the room, and even made the clerk write my colleague's name down on a piece of paper to hand to the morning staff to make sure they did not cancel the room.
Sure enough, the next morning, I get a phone call from my colleague saying they had cancelled the room. I came down to explain the situation, but the new clerk on duty (named Michael) basically said he had sold all the rooms, ignored my explanation of the situation saying "last night's staff was new," and basically told us "too bad." On top of this, he called my colleague (another physician who is among the nicest person I know) "Nasty" and proceeded to cancel the rest of her stay at the hotel. When I told him I wanted to talk to the manger, he said "I'm the manager. We are all managers, here."
In my 20 years of traveling, I had never written a negative review, but this absolute travesty of guest hospitality compelled me to write this review. I paid $320 for the first night,
Comment from Hotel Management
27-Jun-2017 by Manager, Hotel Management
I am terribly sorry to hear of your disappointment with our hotel. On behalf of our entire team, I would like to apologize for failing to exceed your expectations. Know that your voice is important to us and rest assured that we will make a thorough investigationon the claim you mentioned. I hope that you will consider staying with us again so that we can have another chance to provide you with a superior experience.