Posted Jul 19, 2016 on Orbitz
When I first arrive and check in. A gentleman name Andre at the front desk check me in. This is where the problem begin for me. After checking in with Andre. I went to the room that was given to me. It turn out to be a handicap room. So I came back down stair to speak to Andre politely to switch to a normal suite which is what I book for on Orbitz. Instead he lied to me and said they ran out of room and because I book through Orbitz I get what is available. Therefore, I ask when will there be an available room that I can switch. He said that they are all book through the weekend. Which I felt he was lying since I didn't see a lot of car park in the parking lot. At this point I was very frustrated but I held my composer and spoke to another staff who look like he was the manager. I explain to him the situation and he switch my room right away. Out of all the Embassy I have stay during my business trip. This is the first that I ever had a bad taste because I knew the staff was lying to me! Even after telling one of the supervisor by the name of Shawn. Instead of apologizing on behalf of his staff. I felt he was defending the staff and their policy for booking through Orbitz. I'm not asking for freebie. Just provide the room that I book!
Comment from Hotel Management
by Hunter, Hotel Management
thank you for your review, I am sorry you did not have a pleasant experience and this has been addressed to the rest of management and will be corrected. We hope you decide to come back and stay with us so that we can have the opportunity to make it right.