The majority of the people working here are ill-equipped to run an hotel. The front desk lady asked me to give her the room numbers to all 5 of my guests to resolve a room issue, “right here and right now”.. it was 2am. I told her that was ridiculous and that we would be there in the morning. She says..”Get ready because it’s going to be a big mess, and it’s going to take all day to figure out.”
My wife spent about 4 hours trying to explain how a third party booking works to two guys working the front desk.
In the end.. the front desk lady ended up triple charging all the rooms to a guest’s incidental credit card. An unauthorized charge. When I asked her how that was possible? She said.. “I can charge that card any time of day that I want, I don’t need your approval to charge it.” Apparently, and obviously that is false.
When I spoke to the manager the morning we left, she says, “I’m so sorry.. I was off for two days. No, you should have NOT been charged. I’m sorry you had to go through everything you did.” In 2 minutes, she resolved the problem and credited us back our money. Thank you.
It was at exactly at that moment that the front desk lady’s mouth dropped.. She grabbed her back pack and quickly and quietly bolted towards the door without speaking to anyone.
It as hands down the worst customer service experience, ever. Like.. EVER.