Amanda F.
Yelp
I'm sure this hotel would have been great had they not 'lost' our reservation. I guess I shouldn't say lost, maybe - I was calling around to hotels, trying to make a last minute reservation for Saturday night of the May long weekend. After trying a few places, I came across this hotel, and to my excitement, they had the type of room I was looking for.
The rate was $269.00 + taxes for a 1 night stay in a Jacuzzi room. A little pricey for me, but I knew this was last minute and that they were likely almost fully booked. Since she had mentioned that others had been considering taking the room, I jumped all over it asking if I could book it with my credit card. The agent asked for my last name and phone number, and told me that she was "too busy" to make the reservation, but that she had taken down my name and number to hold the room, and would check me in as a walk in when I got there - which I said was great, and I let her know that I was less than 1/2 an hour away.
We arrived at the front lobby within 20 minutes and where told that we had a few options for parking: we could valet the car at a price of $26/night, or we could park across the street in the public parking lot at the going rate at the time. My bf dropped me off to check in and went to find parking.
I walk to the front desk, gave the agent my name, and explained that they were supposed to be holding a room for me. As soon as I said this, I could tell by the look on her face that I was not going to leave impressed. The agent starts going on about how I was not going to be happy, so I stop her there and ask if she had given away the room. She replies by saying no, she had not given away the room, and then began another speech about how there was a glitch in the system. Being that I was pretty annoyed, I barely let her finish before I asked if there was a room available or not. After saying no, but that we could try their sister hotel, I said thank you, but no thank you and left to call back my ride.
I understand that mistakes happen; having worked in the service industry for many years, I am not one to freak out or condemn a company for this type of issue. However, there is a lot to be said for customer service in these types of situations. Had a reasonable discount for a future night stay, or voucher for a free upgrade on my next stay, or any other little thing been offered to me, I would have certainly stayed there another time. But there was nothing offered, not even an apology; just excuses...leaving me with the feeling that they couldn't care less if I ever stayed there or not. I certainly will not be calling on this hotel again in the future - there are way too many other great options out there.