My experience with the Front Desk Staff and FD Manager has been awful. I faxed a credit card authorization for one night to be charged on my credit card for three guests that I had in my wedding group block. They never processed it until I physically went to the hotel and waited for them to do it while I was there. (I drove 70 miles from home to have this taken care of)
The next request was to process a cash payment on the day of arrival for the same three rooms. I patiently waited because the front desk agent was having issues and couldn’t process it, the front desk manager had to help her and it took about 20 minutes for her to process it (?) I handed Micky [--] (FD Manager) $300.00 to pay one night for three rooms and she gave me back around $40 back for change. I was still waiting for a receipt but it got late and I had to rush to my rehearsal dinner without getting a receipt for the cash payment from her. I figured, I’m safe, right? She is the Manager. BIGEST MISTAKE EVER.
One of the rooms didn’t show the “CASH PAYMENT” when my guest left and His credit card got charged. I went out of the country for my honeymoon and received a call from my guest notifying me about this error. I made several long distance calls trying to get a hold of the FD Manager or General Manager at this point. Neither one of them was in and the GM was on vacation for a whole week. Left a voice mail and never heard back from him.
My guest disputed the charge with his bank because I had witnesses that I paid cash and the charge is still in dispute. However, on 8/16 my credit card was charged for that night. (Keep in mind that I already paid cash for it)
I returned from my honeymoon on 8/29 and spoke with the FD Manager, Micky [--] again and explained AGAIN the whole mistake. She didn’t offer to help me or to research. She took the message for the GM and as of today, 9/6/13, I have not heard from either one.
I JUST HOPE NOBODY ELSE MAKES THE MISTAKE OF NOT GETTING A RECEIPT WHEN THEY PAY CASH, EVEN IF IT TAKES THEIR FRONT DESK STAFF, INCLUDING MANAGEMENT, OVER AN HOUR TO PROCESS A CASH PAYMENT.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I want to thank you for letting me know about your billing problem and the lack of attention to detail that was provided by our staff. I do understand your frustration with the lack of follow up on the hotels part and we accept full responsibility for the the confusion with the payment.
We will review your comments and concerns with our staff and will use as a future training tool to improve upon our customer service skills. I reached out to you by phone but was unable to connect and left a message.
We have credited the credit card that is on file in the disputed amount on September 4, 2013. You should appear on your credit card within 5 to 7 business days if not sooner.
Again our sincere apologies for the inconveniences that you have encountered with our staff, I thank you for letting me know of your concerns so that we can improve upon our services.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.