Worst customer service experience ever
Posted Aug 1, 2016 on Hotels
Worst customer service experience ever. I had booked this hotel two months in advance for a romantic weekend getaway for my anniversary. The morning of my reservation I received a call from hotels.com stating that the hotel had notified them that they were changing my reservation from a king bed room to a room with two double beds. I was extremely upset and called the hotel directly and explained that I had booked the room two months in advance for my anniversary and that I wanted the king size room that I had reserved, not a room with two double beds. They said they would change my reservation back to the original reservation. I thought everything was fixed. However, when I checked in to the hotel I was given a room with two double beds. I spoke with a manager and told him I was very unhappy because they changed my reservation and it was a special occasion. He very nonchalantly told me there was nothing he could do. Further, this is the second weekend in a row I have stayed at a Hilton where the hotel changed my room reservation without my consent, and put me in a lower end room than what I had reserved, without any reimbursement for the lower end room.
Comment from Hotel Management
Aug 27, 2016 by General Manager, Hotel Management
Thank you for your feedback and I do apologize for the inconveniences you experienced. Would like to discuss at your convenience and make things right! We are dedicated to making sure our guests are cared for and we do appreciate your loyalty! Thank you again and hope to have you back for a do-over stay in the future. Julie Ann Parsons - Guest Services Ambassador