I did not appreciate the dishonesty or clumsy handling of
a room reservation I had confirmed before heading to the property. Quick summary: I made a reservation at 1 am from a grounded Spirit plane for that same day. Immediately afterwards, I called to confirm my reservation for a King suite with the front desk. It was confirmed. Upon checking in an hour later, at 2:25 am, I was informed there was no King suite, that the only thing they could give me was a double queen room, and that the price for a double queen was the same. Not true! There was no apology offered, and the front desk attendant made it seem as if I had a little right to be disappointed, reminding me that I had made the reservation using a third-party. I ,in turn, reminded her that I had called and spoken to her personally to confirm my room was there and ready for me. Not surprisingly, I had a rough night in a bed that was way too small in a space with absolutely no privacy. I was the only woman traveling with two teenage boys and husband. In the morning, I spoke to the general manager, who offered to deduct the overcharge for the room type. Again, not much in terms of empathy or apology was communicated. As it stands now, after spending over half an hour at the front desk, where a team member had to man phones, address ad hoc customer, concerns and complaints, check out guests all by herself, and deal with my problem, she overcharged me, and then told me I would be charged the correct amount later on today. So far, Ive been charged twice for what seems to be a random amount. I deserve an apology, and a refund for the amount I paid for the room. They were four other hotels from which I couldve chosen, and all of them had a king suite available. I chose a hotel chain in which I could place my trust, but I was clearly mistaken.
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