Michael T.
Yelp
THE HOTEL STAY FROM HELL. My wife had to go to ATL on a business trip, so I tagged along. When we got to the hotel, they told my wife she was already checked in (which she wasn't) but they insisted. We go up to the room, open the door, and there are clothes and shoes there from someone else. Called down to the front desk and got hung up on. Schlepped down to the lobby and was treated like my wife was the one at fault. Ok, got another room - not as nice as the original one, but at this point we felt that we were begging for a decent place to sleep.
About 1 AM someone opened our door - luckily we had the safety latch on - and said they were given the room. Now, we were not about to open the door, so we called down to the desk. This time, the person apologized and said it was "housekeeping making a mistake". It obviously wasn't based upon the actions of the person through the peephole and their opening of the door.
The next morning, my wife goes off to her meetings and I decide to sign on to the free hotel wifi in the room. Except the wifi signon says bad name/room number. Back to calling the front desk again. This time, the person takes her time to "get it right" and assures me all is well. I said I want to make sure that the person in the first room we had is using THEIR credit card number on their room - and that my wife's credit card number is on OUR new room - and we are assured the credit card situation is fine.
The next morning we go to check out and we notice a couple of things on the bill in error. First, a room charge for their M Store, which neither of us had made, and second, the room is charged to an Amex card while my wife's corporate card is a Visa. We point that out to them and it turns out the person in the first room had been charging things to my wife's reservation number - but it apparently was their Amex card on her reservation! So, we had to cool our heels for a while in order for them to correct their mistake. I once again received their assurance that the original room is not charging things to my wife's account, but we shall see.
Look, I used to travel between 40-50 weeks a year for business and understand that mistakes can be made, but not only were they informed of the situation 4 times before it was fully corrected, but what do you think they offered my wife for the trouble of working with them to discover and fix THEIR mistakes as well as the inconvenience of things like, oh, people pounding on our door at 1AM and room charges being charged to the wrong cards? NOTHING. NADA. ZILCH. ZERO. How about at least an apology and maybe a few thousand points put on her Bonvoy account? I mean, that would have saved them having me informing the world of their total incompetence, wouldn't it?