Bad Customer Service
Posted Nov 2, 2015
1. Manager needs to be on site. Front desk is not equipped to solve problems.
My credit card got charged again by the hotel for the stay, even though it had been paid for through Expedia. I found a receipt with the charges under my door, so I took it to the woman at the check-in counter as I checked out, and she asked me not to worry about it. I checked later, and the additional charges were on my credit card. I called the hotel twice over the next 24 hours and was told by two different people at the counter that they would "leave a note for their manager", and he would "determine whether to apply a refund at his earliest convenience".
The manager is either not on site, or is simply too busy to handle customer complaints promptly. I learned this when another guest asked to speak to the manager. The person at the front desk went back to the manager's office, and came back with a note and asked her to leave her number and wait for a call. If the manager is unwilling to authorize his workers to fix their mistakes, he should either be onsite, or appoint a manager or someone capable of handling customer complaints.
2. Be sure to get a list of perks you lose at this hotel when you book through Expedia
I asked for a late checkout (I needed an hour at most), and was told that they couldn't offer me that BECAUSE I BOOKED MY ROOM THROUGH EXPEDIA. I called Expedia, and their customer representative called the front desk, who denied telling me and my fiancee that (continued below)