Unacceptable experience (PLEASE READ)
Posted Sep 7, 2016
I was scheduled to stay at the hotel for 3 nights this past weekend during the Notre Dame-Texas game. I had put down 2 separate reservations (one for Sat & Sun nights and made a separate one for Mon night a few weeks later). I arrived to check in at around 9:30pm on Saturday night and was told upon arrival that the hotel had gone ahead and cancelled my reservation because there was an issue with my credit card on file. They had never left me any sort of message or notification prior to my arrival. They called once at 8am that morning but never left a voicemail or called back again. I was in the lobby with Swathi, the manager on duty, for 10 minutes speaking about this and she exhibited absolutely zero empathy for the situation. She also seemed to believe there was nothing wrong with not notifying the customer of an issue with payment. Never once during these 10 minutes did I ever curse at her or insult her in any way. She told me that if I didn't leave the premises immediately that she would call the police. Not only that, but she wouldn't even allow me to sit in my car in the hotel parking lot to search for a new place to stay. Once again, I never once insulted her or cursed at her, and this was the way she handled the situation. I am a travel professional and have never experienced this in my life or this level of horrid customer service.
I have no doubt that the reason they didn't leave a message about the issue with the credit card on file is because when I booked the h