HORRIBLE FRONT DESK MANAGER
Posted Mar 10, 2017
We were married in KW and stayed at La Concha for our honeymoon. Bliss...fast forward 23 years and we were heading back for a 2nd honeymoon. Just over 2 hours before our plane was supposed to leave MSP airport, we rec'd a call that my husbands Aunt was taken to Mayo Hosp in Rochester. We immediately turned around. Our stay was supposed to be Feb 3-6, 2017. I called La Concha the afternoon of Feb 4. Front desk assured me I would receive refund for Feb. 5. Have been charged for the entire stay. Have called La Concha and left at least a dozen messages for the Front Desk Manager, Steve (LOSER). Still have not heard back. Expedia customer service has been amazing. They miraculously SPOKE with the elusive Steve, the front desk manager. He said unless we provide proof of a family emergency (ie: get a signed note from her doctor) there will be no refund. Maybe privacy laws in Florida are lax...or he is really uneducated. Steve, ever heard of HIPAA laws? I will make a point of letting everyone I know (and thanks to social media; the ones I do not) to AVOID LA CONCHA CROWNE PLAZA KEY WEST. Nearly $1300 they made off someone's family emergency. STAY AWAY and SAVE YOUR MONEY! Steve, rot in hell...PS: no need to call me back.
Comment from Hotel Management
Mar 16, 2017 by Mike Rice, Hotel Management
I want to apologize for the experience you had with reaching Steve. I will speak with him immediately so that I may get a full understanding of what was said. I can assure you that our team strives to resolve any booking and pricing issues in an efficient and kind manner. I sincerely hope that your Husband's Aunt is doing better and that you will have the opportunity to visit Key West again.