Don´t go to this hotel
Posted Dec 18, 2016
The last day of my stay I called Front Desk to ask for a late check-out, paid of course. The person on the line told me they could do it, but asked me to stop by Reception because there had been "issues" with my credit card.
Minutes later, I showed up and learned that the reservation of funds you did upon check-in on my credit card had been exceeded. I gave them another credit card, and the problem was immediately solved.
After this, I went to get my car from Valet Parking. 25 minutes later, the person in charge started making all sorts of excuses and even went to the point of questioning if I had in fact left my car the night before with them. That made me go back to Reception and asked to talk to the Manager.
When he came out, he gave the most outrageous explanation that I would have imagined from a world class, renowned resort like Turnberry Isle. He said “being totally honest”, that he had decided to put a retention on my vehicle because of the credit card issue, and that “due to a communication problem” people from Valet did not know they could release my car.
The issue is that I´m surprised to learn that Turnberry Hotel would have as its first option the line of treating a guest like a thief. Had the people from Valet released my car, I would have never known that this is the way this manager decided to act and retain my car, before even having talked to me about the payment problem. So much for a “trained” five-star hotel manager.