I am newly engaged and booked one night at the Diva hotel to celebrate the evening. I have stayed at many hotels throughout the city and this is by far the worst experience. Upon check-in, the front desk staff was not welcoming nor courteous. I have been traveling a lot lately and my credit card had a hold on it. So, I asked the team if I could give cash for the security deposit. They said the hotel policy did not allow them to accept cash. I explained to the staff that I had an important dinner to attend and was in a bit of a hurry. I asked to speak with the manager but the manager on duty was not helpful at all and said there was nothing he could do. He was very short with me and showed an extreme lack of concern. Inconveniently I had to go to the bank to clear up my account to complete my check-in. The whole process took an extremely long time. At this point I was already late for my dinner and felt extremely uncomfortable with the treatment and poor customer service I received. I took my bags up to my room, got ready for my dinner and basically did not return to the hotel until the next day. When I arrived back at the hotel I inquired about a late check-out and was told the hotel does not offer late check-out. I went to my room to get packed and follow up on some pending business. I had a conference call that took longer than expected. As soon as my call ended I proceeded to checkout. Upon checkout I was told I would be charged a late check out fee. This was unacceptable
Comment from Hotel Management
23-Dec-2016 by Tyler L, Hotel Management
Thank you for taking the time to share this unfortunate experience and congratulations on the engagement. We are very sorry to hear you found our service to be less than excellent. Although we do have certain policy's in place we also know that we need to handle each situation with care and make sure our guests feel comfortable. I apologize this was not the case for your recent visit and will share this with our team to help us improve in the future. We appreciate you letting us know and wish that your stay would have been more enjoyable. Thanks again.