Jon C.
Yelp
In 2015 my mom gave my wife and I a $300 gift card for our anniversary. In 2019 I called to use the gift card to make a reservation, as I noticed an expiration date of 2016 had been handwritten on the card, and talked to a staff member named Mary, who assured us the gift card would be accepted and would not expire. However, due to our schedule we were unable to use the gift card until this last weekend.
On the morning of our stay, this Saturday, I called the hotel to ask about record keeping for gift cards, as I believed I had misplaced the physical item. The staff member I talked to was exceptionally helpful and said they would look into it. I began a search through my office and found the card about five minutes later and called the hotel back to let them know I had found it. While I was on the phone, I asked the staff member I was talking to if they could confirm, just to double check, that the gift card would be honored. That staff member assured me that it would be, and even mentioned that it's against the law for gift cards to expire in Washington State. I confirmed this myself on the Washington State Attorney General's website. (https://www.atg.wa.gov/all-consuming-blog/gift-card-questions-answered).
Upon check in, I presented the gift card at reception, and gave a brief explanation of the context. A few hours later, as I was about to leave to catch an Uber for a dinner reservation, I received a call from the front desk to our room, telling me the gift card would not be honored per their manager's decision. I explained the context once again, emphasizing that a staff member had told me that day, prior to me checking in, the gift card would be honored, and not doing so would be in violation of Washington State law.
After that there was no communication from the staff in any capacity, which left a cloud over my evening and let to a pretty rough night of sleep, as I was not looking forward to the idea of having to get up the next day and argue at the front desk about something that was my legal right, had been guaranteed to me on multiple occasions, and, in principal, should be allowed, as the Hotel Ballard had received a $300 cash payment in 2015 (roughly $365 accounting for inflation between 2015 and 2022) and had not exchanged any goods or services in return to date.
While checking out, I once again explained the context of the situation, and it was at that point the staff informed me the card would be accepted. This wasn't necessarily a relief, as there was never any logical basis to question my ability to use this gift card. But what the management at Hotel Ballard did accomplish was take what should have been a relaxing, belated anniversary getaway with my wife, and turn it into a stressful experience out of pettiness, inflexibility, poor communication and decided lack of interest in creating positive experiences for customers. While all the staff members I engaged with directly were kind and communicative, clearly their hands were tied by a toxic management environment.
At the end of the day, this experience has broken my trust in Hotel Ballard's interest and/or ability to care for their customers' experience once they have the customer's cash in hand.