Worst service ever
Posted Jan 5, 2017 on Hotels
I have never felt more unwelcomed in my life. We check in, get settled and then run out for a quick bite to eat. After sitting down for dinner we receive a call that our pup was barking in the room. So, of course, my wife left the restaurant and went straight back. This is where things started to go sideways. When I booked I checked the box that we’d have a dog and there was no additional fee added to my room rate. Also, when we checked in, nothing was said about our dog, or a fee, even though our reservation mentioned it and my wife was standing there with the dog in her arms. When I got back to the hotel, the manager (Lauren) wanted me to sign a pet form and pay $150 fee that had never been disclosed to us throughout the process of booking or checking in. So, I protested that it wasn’t appropriate to bait and switch a customer like this. She was very smug basically saying, it was my problem. She finally, after 10 minutes of arguing, reluctantly agreed to waive the fee, but still made me sign a form and noted that I would be charged for any additional cleaning or damage. I took this as a backhanded way charge me the fee. So, I had someone from the hotel do a walk through and note any damage already in the room and the smell of pets that was already there. Then, when I checked out, I had another walkthrough and had someone sign off that everything was OK and no other charges were coming. Now, thanks to Lauren, I will probably never stay there again.
Comment from Hotel Management
Jan 9, 2017 by General Manager, Hotel Management
We are very sorry that your first experience was so disappointing. It is not our intention to "bait and switch" anyone and we would welcome the opportunity to discuss this further with you.