We had intended to book one night but complications arose through a third party booking company that messed up our dates. Long story short, when the third party told us we had to call the hotel to resolve the issue, we did, only to be greeted by a very rude staff. Namely, Amy and Ryan, the front desk clerks. They ran us around in loops and told us their policy states that we must resolve this with the third party. Ryan was completely unwilling to help and told me that they would not refund anything or be able to do anything. He said the only thing he could do was move the booking to a future date. The whole time we talked he made it seem like I was a nuisance and an inconvenience to him, instead of providing the customer service he is being paid to render. I'll admit I wasn't in the best mood to begin with, but instead of trying to ease me and help me find a solution, he made me feel even worse. At the end of the conversation he had the audacity to invite me to stay in the future. I said in so many words "no thanks, but I have no intentions staying here ever, based on the way you have treated me." He said "well ma'm, WE DON'T WANT YOU TO [--] STAY HERE!" and hung up on me.
I work as a front desk agent for a 5 star, AAA 5 diamond resort on the coast of California and never have I encountered such rude and insulting behavior by a front desk clerk (not even at a Holiday Inn!) When I called back to speak with a manager, Amy told me none would be on duty until the next day and proceeded to reconnect me to Ryan who further argued with me and cussed me out, again! It is impossible to not have a manager given that it is a busy weekend for their hotel. No dignified hotel would run without a manager on a fully booked weekend. Both agents seemed like they were impeding my right to speak with a supervisor or manager to report this abuse. "Ryan" would not even give me his last name. I don't know who runs this place, but if you're reading this, Ryan has no business in the hospitality industry. He will ruin your reputation and drive away customers. I know this is no 5 star resort, but as with any business I am paying for service, I should be treated with some respect.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. As a fellow hotelier, you know the great responsibility we have to uphold policies. After several phones from you and your husband we had expressed that we would not cancel without penalty. Given how upset you seemed, we set our policy aside this time and refunded your money. It is upsetting to me that one would make a fabricated review, extorting our property to receive a refund.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.