Bad management and staff
Posted Aug 14, 2016 on Hotels
Made a reservation 3 months prior to visit...got to hotel, checked in, went to room and was not given the room type I booked. Went to desk to make the change and was told by two employees that the manager, named Sydney, had overbooked the hotel and had given my room away. The two employees were talking very quietly about the situation and one said the manager had been overbooking rooms all day. They got Sydney on the phone because she was not at the hortel, and then told me they were sorry and instead of sending me to the street I could have the room they assigned me. The room was not what I reserved. HORRIBLE customer service, reservations mean nothing to this establishment. College town, busy weekend, nowhere to go, will never stay again!!
Comment from Hotel Management
Aug 26, 2016 by General Manager, Hotel Management
Thank you for your feedback. I apologize for the inconveniences you experienced with your reservation. I understand how frustrating it can be to book a room and not get exactly what you had reserved upon your arrival. We do our absolute best to accommodate all of our guest's needs, but it is clear we fell short on this occasion. Your feedback has been shared to help us improve our services and processes. We would love the opportunity to make it up to you on your next visit to Stillwater, and show you that customer service is truly our passion.