Rude Customer Service From the Manager
Posted Sep 30, 2016
Prior to booking my stay at this hotel, I phoned the hotel to inquire if they had any non-smoking King rooms because only smoking King rooms were listed on Expedia. After speaking with a staff member who was very friendly, she said it was no problem to make a reservation online and to phone the hotel after I've made my reservation to have them make the change to a non-smoking room. And that's exactly what I did. I booked a standard non-smoking King room through Expedia, and phoned her back letting her know of my reservation and for her to make the note/change on my reservation to a non-smoking room. When I checked into the hotel with my boyfriend, I was actually given a non-smoking Queen room. Confused, I went back into the lobby to inquire with the staff member. Paula, the manager on duty and only staff working at that time, was very rude. She said that due to people staying before me extending their stay, no non-smoking King rooms were available and she was nice enough to make the change for me (to have a non-smoking room) as they (the staff member who noted the change on my reservation) weren't not supposed to have done that for me because I had booked my reservation online. Her explanation makes no sense. Why and how can a hotel just extend other guests' stay who were there a few days before my stay if I had made my reservation almost 2 months in advance (& to have a non-smoking King room) meaning the room was available and BOOKED for me?