Horrible manager Deana had no respect very rude and did not make sure her employees understand policy when it came to paying in cash. I was called at 6:30am to be told that they had no payment for me because during check in Mary only charged the deposit of $100 without putting anything in that said I paid for my room i was givin a key and everything and we slept one whole night before that phone call. She begin to tell me it shows you have not paid and that you should not have been givin a room at all and of course i told her i did and she needs to verify with her employee. She then out me on a long hold and came back to say oh yea i see it but you still should have paid the whole room rate which i tried to do and was told oh tyour fine just pay the balance at check out and i said are you sure usually with cash you pay up front. So i told her this and explained that the error was not on my part it was hers because she is the one servicing me. Even after that conversation at about 10:02am i got a voicemail threatening that if i did not come and pay they have my license on file and would make sure to report me. The whole process was horrible first and last time using this hotel!
Comment from Hotel Management
Feb 17, 2017 by General Manager, Hotel Management
You are Right. We do not allow Guest to stay without prior arrangement of payment for Room and Tax and we also ask for Deposit for Incidentals either with a Hold on CC or Cash Deposit. That is the policy. Mary was a new Hire and that was mot probably part of the problem. . Yes, in emergencies there are exceptions and we do work out with our Guests.
As per statement from Mary who checked you in… You had only enough money at the time to pay for Incidentals Deposit. You promised to pay the Room and Tax amount first thing in the morning. You are saying, you were surprised that she did not take the money upfront. Don’t know what to say. Mary should not have given the room without payment. Perhaps there was some misunderstanding or confusion. The fact remains… payment was not made in the morning and so the next morning, a couple of phone-calls were made to you. These phone calls are both polite and discreet and they only ask Guest on Folio to come to the front desk with request to settle the account.
You have stayed in many hotels and you do understand that when paying Cash, Incidentals Deposit does not cover for Room and Tax and Guests need to make prior arrangement for the same before they can check-in.
We also have the report from our Manager Deanna. She is a very nice and polite person. She has to get involved to resolve the matter. She did talk to you and she said she only left the Voicemail on your phone after you had left the hotel without paying. As a business person, you understand, she has to make the efforts to get the payment.
Deanna has also mentioned in her report that you have a good and understanding mother who later came and paid for you and everything was settled with a Smile. This was an unfortunate incident that just started with some misunderstanding, and we wish it has not happened.
Have a Wonderful Blessed Life.