Nice hotel but disappointed with customer service
Posted Jul 5, 2016 on Hotels
Hotel was nice and comfortable. Hotel staff was courteous, but unfamiliar with hotel policies. I booked for a 5 night stay. On the day I checked in I told the clerk that we would be departing 1 day early, so we only needed 4 days. He said no problem and that they would take care of it when we checked out. On checkout day I was informed by another clerk that I might have to pay for the 5th day because the clerk never cancelled my 5th night. She said she would have to call the manager and find out what to do. She couldn't get in contact with him that evening so she told me she would mail me my checkout bill. I had to call back 2 days later to get my final bill. I saw that they didn't charge me for the last night but they jacked up my initial rate of $85 per night to $119 per night. If that's what they had to do then fine they could have informed me. To me that was very poor business and customer service. Other than that the hotel was nice.
Comment from Hotel Management
Jul 13, 2016 by Denny, Hotel Management
Thank you for taking the time to review our hotel. We appreciate your feedback and will use your input to retrain our staff on situations such as yours.
I'm sorry you experienced the problems you did with your reservation. I don't recall this situation and as your post was anonymous I have no way of going back to investigate what happened.
I realize that this reply might seem inadequate but without a reference point I'm at a loss as to how to proceed.