Horrible Customer Service
Posted Apr 15, 2016
We booked a suite, but they gave us a standard size. We asked Cory (front desk) about the room & she admitted it was a regular room because the toilet in our suite was broken so there was nothing she could do. When I called Expedia to get a refund they spoke with Cory again to confirm the change and she told them that the room was recently changed to a "studio suite" at the same rate as the king suite we had booked! I called back and put the Expedia rep on speaker while I talked to Cory in person to ask why she had lied, and she immediately changed her story telling the rep they would reduce the rate to $104. After the call she then admitted that they had just raised all the rates and coined the room a "studio suite" because they were selling out for masters golf tournament that weekend, she acted like she was doing me a favor by giving me the std rate even though I had booked weeks ahead.
I then asked if we would be moved to our suite after they fixed the toilet which only takes an hour and she said they would try there best. I never heard back from her, and she was clearly lying about that as well because it costs $100 to fix a toilet and instead they were going to let that room stay empty for our entire 3 night stay which would make them $450?! The other front desk personnel told me all the suites were being renovated and it had nothing to do with the toilet. Cory then told us to park in the handicap spot because all the others were taken...unreal.