Despite flooding disaster, could not cancel a room
Posted Aug 27, 2016
In early July, a refundable reservation was mid Aug. Given the massive flooding in Baton Rouge and the inability to travel, I called to cancel one night. The property staff said I could cancel both nights but there was no guarantee that I could reserve a room for Wed. only. But, things got worse. I called to confirm the reservation for later arrival & so began multiple calls with the same result: I had no reservation. After searching for and finding the confirmation number, it was confirmed. When I called later, again, I was told there was no reservation The staff that answered was very hard to understand. Thus, I spelled my name multiple time and finally resorted to using a phonetic alphabet and spelling it letter by letter at least 2 more times. Upon arrival at 11:30pm, I was welcomed with the declaration that I did not have a reservation. Ultimately, someone else came and tossed a room key telling the desk clerk, "put X in there." There was no plastic liner for the ice bucket so I went to ask for one. I stood outside of a closet where the 2 desk staff where chatting away. I finally interrupted & asked for a plastic insert. One was pulled off the roll and tossed in my direction. Upon going to get ice, there was considerable water puddles on the floor. Notification of this was promptly ignored by the staff.
Comment from Hotel Management
Aug 29, 2016 by Mike, Hotel Management
Thank you for your comment. We apologize for the inconvenience that you experienced during your recent stay. I hope in the near future we can make your next visit more pleasant. Have a nice day!