Posted Jun 13, 2016 on Hotels
I made the reservations for 2 rooms and selected the "Pay at Hotel" option. The day of, I phoned the hotel because I wanted to make sure everything was good. At check in, I received the 1st room. Then for the 2nd room I was told that my reservation had been cancelled because my credit card was declined when they had run it that morning. First, why was my credit card run at all without my consent? I had selected the pay at hotel option so what if I wanted to pay with cash? Second, obviously my reservation wasn't 'cancelled' since I had already received the first room and they were in the same reservation. Third, my credit card was just run for the first room and was just fine.
They called their manager who told them that there was nothing she could do and that it was just tough luck. Zero customer service, zero help offered.
Luckily, a young woman was checking out of her room early. The girls at the front desk offered to clean it themselves so that we wouldn't just be turned away.
Again, the desk staff and other staff that I encountered along the way were very nice. The manager should probably take a refresher class in hospitality and customer service if she wants to be in this industry. Due to the unauthorized use of my credit card and the lack of support to try and trouble shoot their mistake, I will not be returning and I will not recommend this hotel.