Hotel fire and no refund?!
Posted Nov 30, 2016
We booked two rooms on the night of 11/15/2016. when we arrived at 3:30 pm, the hotel was surrounded by firetrucks, police, and other first responders. We called the hotel but got no response as they had evacuated the building. we called the help line and no one knew about the incident nor were they able to give us any answers. after waiting for nearly 2 hours for some information from the help line or staff, we were forced to book another hotel room. while in the waiting room at the other hotel, finally a call from the help line 2 hours later giving us another hotel to call. "After that, you can handle the rest" is what the person said. I called the other hotel and was told they were fully booked. BEST PART, they are refusing to refund the money, stating the fire was small and other guests checked in later that night. this is after two weeks of getting the run around from the hotel, including the manager Ms. Tamika, who needs a lesson in customer service. A ladder truck and at least 7 other emergency vehicles does not constitute a small fire. regardless, the inconvenience and lack of attention to customer satisfaction that I received after the incident is disheartening. I will not use the Aloft chain of hotels ever again.