Thu D.
Google
I am writing to express my deep dissatisfaction with the experience my business partner and I had during our recent stay at Glenwood City Resort.
I had booked a room for 10 days, and I specifically contacted your hotline to inquire about accommodations inside the Glenwood resort. Following our conversation, we communicated via Zalo regarding our interest in the resort's apartment options. Since my business partner has stayed at Glenwood before, we were under the impression that the apartments we discussed were located within the resort.
Additionally, the seller quoted us a price for the apartment, and we proceeded with the deposit, believing we had secured a room within the resort itself. However, upon check-in, we were directed to a completely different building, which they referred to as Glenwood Apartment. This building was poorly lit, lacked security, and was in a condition vastly different from what we had anticipated in the resort.
Throughout our discussions, the seller never mentioned that the apartment would be in a separate building, which has caused us significant confusion and disappointment. When addressing our concerns, both the teller and their manager merely pointed to the address on the booking confirmation, dismissing our grievances without consideration.
We were then presented with two options:
1. Pay a higher rate to secure a room in the resort we originally requested.
2. Receive a refund and be asked to leave.
As a customer, I find this situation to be extraordinarily unprofessional and misleading. It is unreasonable to expect us to navigate the complexities of your brand's multiple properties. We clearly inquired about Glenwood City Resort, and our expectation was to stay within its confines.
Walking away from this experience feeling unfairly treated is unacceptable, and I hope it can be addressed swiftly.
And i have to wait for a day to get my money back. Totally unfair and bad customer service !