Decent and by the airport
Posted Nov 9, 2016
After booking the room through expedia, we called the hotel to confirm we could pay with cash. They said we could pay with cash upon check out. When we checked in, we asked again about paying in cash and was reassured that we could. Upon check out, we were told we could not pay with cash since it was a prepaid reservation. We confronted them on the issue since we had asked about it multiple times. They said that theit hands were tied and we would have to deal with expedia. While on the line with expedia, the expedia agent called the hotel in which they had said the same thing, that we were not able to pay in cash since it was a prepaid reservation. The expedia agent said that they would be able to reverse the charges and that only the hotel could authorize that. So all in all, there was major miscommunication between expedia and the hotel and a major waste of our time. The staff were unwilling to try to resolve the issue and tried to shrug us off to expedia. No apologies were attempted.
Comment from Hotel Management
Nov 11, 2016 by Munzor B, Hotel Management
Thank you J for the feedback in regards to your most recent stay with us. I am truly sorry that there was a miscommunication in regards to how the reservation was originally made. I will do my best to ensure that in the future that an issue like this does not happen again. We need to ensure that we take our time and ensure that we are 100% correct before answering any questions that our guests have. Again, I am truly sorry incident occurred in the first place and I am sorry that we did not take ownership of the issue right away and admit that it was our fault. Thank you again for the feedback and I can ensure you; we will do better.