No respect for Expedia customers
Posted Feb 6, 2017
We were constantly reminded that we were not real customers because we elected to make our reservations through "A discount booking company" (Expedia). We first booked our room for a single night, but later decided to cancel that reservation in order to make another one, at this same hotel, for an additional night, except we wanted the reservation to be made on a different credit card. We made the change through Expedia with no apparent problems. Expedia's advertisement said there were no penalties for cancelations, but we decided to call the this hotel to be sure. We were unceremoniously dismissed by the hotel staff without an opportunity to explain that we weren't actually cancelling -we were wanting to add an additional night. Instead, we were told that we cannot expect equal treatment as "full payment" customers when we make reservations through a bargain service like Expedia. The hotel was not going to cancel the original booking, which would leave us with an extra room for which we would be forced to pay. Frustrated that we couldn't even talk to a manager about the issue, and further frustrated that Expedia was merely going to open a case file for investigation without letting us know that the issue would ultimately be resolved to our satisfaction, I took a day off work to travel to the hotel to speak with the site manager in person. Only by doing this was I able to convey how absurdly we had need treated and get the issue resolved. Never again.
Comment from Hotel Management
Feb 16, 2017 by Leeann Sullinger, Hotel Management
Thank you for taking the time to share your feedback with us. We apologize for the inconvenience you experienced with making changes to your reservation. We understand you spoke with Lisa on property and hope we have the opportunity to reinstate your trust in The Woodlands Resort.