I picked this hotel because they were listed online as being "pet friendly". And they are. For a price. Upon checking in, I went over the charges with the desk person to be sure I understand what I was being charged and why. I was given one piece of paper that showed the pet charge, the room charge, the taxes, etc. and AT THE TOP, IT SAID, "TOTAL BALANCE DUE $105.84." AT THE BOTTOM OF THE PAPER IT SAID, "TOTAL BALANCE DUE $105.84." In-between those two lines was a confusing hodge-podge of subcharges, etc. I was also given a second, briefer summary of charges and it too said, TOTAL BALANCE DUE $105.84". Several times I asked the desk person if the $105.84 was indeed the TOTAL CHARGE and she assured me it was. I was using a debit card and I wanted to KNOW the proper amount to enter in my check book. When I checked out, I was given another piece of paper and it said "Visa payment $105.84 and TOTAL BALANCE DUE $0.00."
The room was okay. Nothing special but not bad. It was clean. There was a lot of foot traffic outside my room and it seemed the place was popular with traveling construction crews and the like as the parking lot was filled with work trucks both nights.
Nonetheless, when I got my bank statement and was balancing my check book, I noticed the charge for $105.84 and an additional charge of $21.60 for the pet fee. This mildly frustrated me as I had made several efforts to determine the exact charges at the time I stayed in the hotel. I decided to call and ask them to explain this to me.
The first person I spoke wth was a lady who didn't seem to understand anything I was saying at all. She had the GM call me back. It was apparent tht he was on the defensive from the get-go. I gave him my name, told him when I stayed at the hotel and which room I had stayed in. I then began trying to explain to him what was told to me the night I checked in and what the receipts said. However, the more I tried to explain to him why I was confused about the bililng, the more conescending and uppity he got. He kept saying the same thing over and over...."The $21.60 was for the pet fee." He absolutely refused to understand that when youi ask someone repeatedly and they tell you several times over that "THE TOTAL CHARGE IS $105.84"...YOU EXPECT THE TOTAL CHARGE TO BE $105.84. I told him he could dance around semantics all day but the final word was, intentional or not, the cost of the room had been misrepresented to me. He then began to tell me what was said at the desk that evening which I found fascinating because he had not been there. He got more and more condescending and snippy. I shouldn't have let him rile me but he did. I used the word "hell" once in regard to the situation, not in regard to him, and he accused me of cursing HIM?! He was now merely looking for any excuse the end the conversation.
Then, when I told him I would simply go online and write a reveiw of his hotel and explain my side of the situation, he accused me of threatening him. Threatening HIM??! Not complaining about the the check-in process of the hotel but threatening him! He obviously has never been really threatened. I told him it was my right to review the hotel online. He again repeated that I had threatened him. He is now pulling out all the stops to end this conversation and come away feeling justified.
Only once, late in the conversation, did he asked what I expected him to do about the situation and that query was done in a tone of disgust, not a sincere effort of making the customer happy. He never really explained to me why the receipt is so misleading and confusing. He never apologized for the misunderstanding. He never once sounded sincerely concerned with customer satisfaction. His soul purpose from the beginning was to attack my complaint.
Like I said, the hotel was clean. The room was okay but nothing special. A great many traveling workers seem to stay there but I won't ever stay there again. That will probably make the GM happy.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
It's always discouraging for my staff and I when in spite of our best efforts, we are slammed publicly and our hotel suffers because of it. Much thanks to Trip Advisor for allowing hotels the platform to reply and to all of you that have left such great reviews for our property. It is because of you taking the time to accurately describe our hotel and commitment to service that we are currently ranked as the #2 hotel in Foley Alabama. We're #2, We try harder!
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The gentleman that left this review did not, in my opinion, accurately describe the events that took place. Briefly: This guest was offered by our hotel a rate that was over 60% off the regular daily rate. Kinda like the rate Captain Kirk offered on Priceline before he fell off the mountain, only better. We are pet friendly, for a one time $20.00 + tax charge, you can have Astro stay with you without having to sneak him in!
All of this was described to this gentleman upon check-in. He agreed to the terms, signed a registration sheet stating that he understood and went merrily along his way.
As stated by the guest, upon check out he was provided a completed invoice. The hodge podge that the guests states was in the invoice consisted of three charges. Two were room charges and one was the pet fee.
The next we heard from this guest was three weeks later, when he called the hotel and began to yell at the Guest Service Agent on duty. She came to my office and asked me to please help. I took the call and attempted to explain the charges one by one. At this point the gentleman began to yell and scream at me as well. What the guest describes in his review as getting riled up was in actuality him accusing my staff of lying and a name calling session that went on literally for several minutes. As for threatening my hotel, I'll leave that up to the reader to decide. Here is what the guest said to me.- (If you don't give me my money back, then I will trash you and your hotel all over the internet.)
Condescending, snippy? A little hard to be either when a man is calling you names and screaming in your ear for minutes on end. All I can do in that situation is remain calm, take the abuse and try to end the call. After wishing me to hell, thankfully I was able to.
Please come see us for yourself! We have so much to offer!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.