Surprise Charge on the Bill
Posted Oct 10, 2016
When trying to check in early, I was told that no rooms were available at that time. No worries, I said. I asked if it was ok to park my vehicle in the garage and go for a walk to pass the time. I asked the Concierge if there was a charge to park my vehicle there and he said there was not. I thought to myself, "great, free wi-fi AND free parking, this place is perfect". So, I parked my vehicle and went for a walk. Came back a few hours later and my room was ready. I enjoyed my stay, but the next day as I went to check out, I was told that I would be charged for parking. I told the lady at the desk that I was told that parking was free. She said that this is not true and when we questioned the Concierge, he denied ever telling me this. That he's been working there 23 years and would never say that.
I am disappointed that he flat out lied about what he told me yesterday. Perhaps he misunderstood my question, or whatever, but to then call a customer a liar is unacceptable.
The front desk clerk indicated that "there was nothing that she could do". Which I don't believe for one second.
In summary, I would encourage all guests to look over your bill very carefully and ensure no "hidden" charges come up.
Comment from Hotel Management
Oct 14, 2016 by Dave Wilkin - GM, Hotel Management
We appreciate your review and are truly sorry for the misunderstanding. Parking is always at a charge, and I am at a loss as to why you might have been told otherwise, and sincerely apologize for the miscommunication. We wholeheartedly agree that guests should check over their bills at checkout to ensure they know the charges. We thank you for your comments, and will use them as training for our team to avoid such confusion in the future.