I called hotel to confirm reservation; spoke with Brijette for dates arriving August 9, 2013 checking out August 12, 2013 made on Priceline.com. Brijette said there was no reservation for my name; after I told her my reservation was made on Priceline.com she said that those reservations are not guaranteed and that they were already sold out for that weekend. So, I emailed her while still on the phone with Brijette; confirmation from Priceline.com showing that the reservation was confirmed and guaranteed by their(SpringfieldHill Suites Manhattan Beach) hotel directly. She said that was weird because she makes all the reservations that come through Priceline. Basically, she admitted at being at fault for not making the reservation. Brijette quickly changed her tone to a more happy one and said she would be more than happy to help and fix this as quickly as possible. Brijette said to call same time tomorrow. Hour later I get a new confirmation from email@example.com, BUT with the wrong dates. I call back; Brijette has already left for home. I am speaking with Adriana; I explained the whole situation over again to her, but Adriana said she could not help me and to call Priceline to make the changes. I told that I already was on the phone with Priceline and Priceline confirmed my dates for checking in August 9th out August 12. Adriana still kept on insisting for me to call Priceline to change the dates, but explained to Adriana how are they going to change something that does not need to be changed. So, I asked Adriana if I were to get a representative of Priceline on the line confirming my dates; would you be able to change it. Adriana said it would not be a problem. So, I asked her to wait on the line while I get in touch with a Priceline representative; once we were all conferenced on the call Priceline agent Jimmy confirmed my dates of Aug 9th out Aug 12. Jimmy and I asked repeatedly for Adriana to change the dates to the correct one but Adriana still refused. Adriana said she could not change the reservation?! I was like what?! I asked if there was anyone currently at the hotel that could approve the change while we have Jimmy from Priceline on the line? She said there was not. At this point I was already on the phone for over 2 hours to try to get this corrected. Then I asked Adriana if there was a manager on duty or a supervisor anyone... She said there was no one. I was flabbergasted; did not know what to do. I asked can you have someone with authority or a manager to give me a call in the morning. Adriana said no I cannot. Without asking she transferred me to the 1-800 customer care line. I had to repeat EVERYTHING of current experience and Devlon from customer care was still not able to help me after being on the line with Devlon for 25 minutes. So, a total of 2.5 hours wasted of my life including me writing this review. I tried going on their corporate site and talked to an agent through IM on https://www.marriott.com/suggest/suggest.mi but he was unable to help me as well and told me to call the customer service line. So, I finally was able to get hold of the front desk and talked with Elizabeth; explained my situation again, but she also told me she has no authority to change the reservation, but maybe the current MOD Justin might. Still waiting for a reply/response from anyone at the hotel that can help me with my current situation. I have also just emailed their GM with this review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for the review of your reservation experience. I apologize for the inconvenience with the confirmation process. The room inventory that was made available to you through Priceline was allotted by one of our 3rd party Wholesaler accounts. While they are an active account with the hotel to help promote our property, their agreement with us specifically states that they do not sell rooms through another online channel like Priceline as it only causes confusion to the customer and our staff. This is why you experienced such difficulty confirming your information after booking your room. For this reason, we are reviewing our agreement with this vendor and they will be removed from our system if they can’t comply with this standard. I was happy to learn that your reservation has been corrected by our Operations Manager to your preferred dates after your phone conversation with him this week. Once again, we apologize for the confusion and any inconvenience this may have caused. We look forward to serving you on your upcoming visit in August.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.