Before reading this review, please keep in mind that I am not one of those people that has a whole bunch of time to write reviews on everything, but this one warranted me to share my experience with everyone. This is the letter that I sent via email in reply to a cancellation confirmation that I FINALLY received after doing way beyond my due diligence to confirm my refund was processed.
Thank you for processing the refund that was outstanding. Per your website Cancellation Policy, it states “If cancellation is made within 48 hours or less the property will charge you for a minimum of one night stay.”
We also presented our cancelation in person at your office as well as spoke to your front desk representative on the phone. Therefore, it is appreciated that you followed your own policy as stated on your website.
I do not appreciate the way I was spoken to by either you or your front desk representative. You both were outright rude, condescending, disrespectful, and acted in the most unprofessional manner I have ever encountered.
Since you were unwilling to listen to your customer and persistently interrupted or spoke over me, I was not able to communicate my concerns with the lack of customer service and professionalism from both, you or your front desk representative. It was completely obnoxious that both of you continuously hung up on me when you were finished with your monologue.
Your employee was extremely rude to me from the moment she discovered I was calling about a cancellation issue. She continued to lie to me on multiple occasions. One example being, when I no longer wanted to discuss the situation with your front desk representative, I asked to speak to her manager and she proceeded to tell me that she didn’t have one and she was the Manager. Clearly that is not the case as I am now communicating with you, the Manager.
My other major issue and concern was the fact that your front desk representative demanded my credit card information over the phone. The issue was with the fact that she stated she had customers in front of her yet when I was providing the information to her, she was repeating it out loud (in front of customers). I was not willing to provide ALL my credit card information as to protect from identify theft. This should be your #1 concern as well. Not to mention, you should already have this information on file.
When we originally cancelled our reservation in person at your office, your front desk representative called me to confirm the details of the cancelation and assured me that it was being processed. She also stated that because it was being processed, we would see our refund in our bank anywhere from 5-14 days. So when I called on the 14th day to confirm that the cancelation refund was processed, it came as a shock to me that it wasn’t as the news was accompanied by the rude manner of your employee.
Simply put, this was the worst experience on my entire life of dealing with a hotel establishment. I don’t understand how you continue to run a business by treating your customers this way. I will never stay at your property or any related property for any reason. I will never recommend you to anyone.
I hope that you take this information and use it to better your services to your customers because as of right now, you don’t have any customer service.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.