I had the worst experience of my life with your hotel in Fultondale, AL. I had booked two rooms back in early March under ALYM block for a Youth Convention that I was taking my youth to. When I booked the 2 rooms, she asked me what my name was and the business name, which I supplied. She said ok you’re in, I said do I get a confirmation number; she said “no, you’re ok, it’s under the block”. She seemed like she was in a rush. So, on Monday, March 24th, I call to book another room, the lady asks for my name and business, which I supply, she then tells me, that “ok, I see you already have 2 rooms, I will add a third room”. So, now I know obliviously that I was in the computer for 2 rooms previously and now she has added another room. Thursday, March 27th, we call again because more youth want to go, so we need another room, our church secretary books another room, but now they tell her that they can’t find our reservation, so they give her a confirmation number, but tell her not to worry about the other 3 rooms, that their probably in the system, but they are probably not typing in the right info. Friday, March 30th, I arrive with 28 people and I am told that they cannot find my reservation, just the one that was called in yesterday. So, that is a huge problem, then the girl at the front desk gets attitude with me and basically tells me I’m stuck and that I probably didn’t book at that hotel, which I totally know I did and she is like well there is nothing I can do. Then one of my leaders walks in and “she says, maybe he booked the hotel and starts asking him where he booked the hotel at” and I tell her I’m the only one besides our secretary that would have booked these hotels. So, some other manager helps us and she was actually nice and tells us that she can set us up with hotel room across the street, the problem with that is it was $30 more dollars a room, which is $120, that doesn’t sound like a lot to a BIG business, but we are a small church with a small budget and this puts a serious dent in our budget. Plus your hotel was set up to have youth that night, this hotel had mostly older people, so the youth could hardly talk in their room. I am asking for something to happen, such as a refund of the difference we had to pay. I am willing to take this issue to Better Business Bureau or some other orgization. This could have been a disaster for these youth that were looking forward to this trip and it would be nice to not be treated as the bad guy, I was the customer. If this matter isn’t resolved I will ensure that our organization doesn’t use your hotel moving forward.
John Colonnello
Student Pastor
New Life AG, Athens, AL
pj_22@charter.net
