I am writing with the greatest disappointment and disgust with your hotel and especially you’re Assistant Manager Nestor [--]. On October 21, 2013 I booked an Ocean Front Room with a King Size bed for me and my wife. Our stay at The Palms Hotel & Spa was confirmed and previously paid for from October 24-26, 2013. I chose your hotel over the Fountaine Blue, because of the old charm it shown in the photos on your website. After my wife and I attended a daylong conference, Attorney Legal Education Conference at the Downtown Hyatt, we drove over to the The Palms Hotel & Spa and valeted our automobile at your hotel. My wife and I attempted to check into our room at 4:40 pm on October 24, 2013, and were quickly told by Nestor [--], the assistant front desk manager, that the The Palms Hotel & Spa could not provide us the room I booked on October 21, 2013. I proceed to show assistant front desk manager, Nestor [--], the confirmation number for the booked room and computer receipt. The Palm’s Hotel and Spa, Assistant Front Desk Manager, Nestor [--], would not assist us in any way to accommodate our traveling needs for a room that was properly booked and paid for any other room that would accommodate my needs. I explained to The Palm’s Hotel & Spa assistant manager that I am a 40% disabled US Army Veteran, I told the assistant manager, Nestor [--], about the disabilities I have, why I requested and had confirmation of the room I booked with your hotel and sincerely asked that Nestor [--] accommodate me and wife’s needs. Palm’s Hotel assistant manager, Nestor [--], did not care about the needs of the traveler and said “I am cancelling your reservations; I don’t have a room to fit your needs, the room you where to stay in is over booked.” Assistant front desk manager Nestor [--], then handed me a piece of paper, find a copy of it as an exhibit, showing the cancellation of the room. The Palm’s assistant manager, Nestor [--], was not only unprofessional, rude and unknowledgeable of the hotel and hospitably businesses, but also turned me and my wife away from our weekend vacation, as we had no other accommodations, so we had no choice but to return home. Nestor [--] is not an asset but a detriment to your Hotel and has no desire to even help a confirmed booked traveler, who is also a US Army Veteran with a 40% service connected disability.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your feedback and we are sorry to hear that we were unable to meet your needs. I gather that it was of utmost importance to you to be accommodated in a room with 1 King Size bed. You reserved your stay with an online provider and not with our hotel directly. Unfortunately, through this provider, we are unable to guarantee the bedding type. On this provider’s website, we describe our rooms to have “1 King bed or 2 double beds”. We are dedicated in trying to accommodate all requests, however the room type you preferred was not available. Your satisfaction is our number one priority and therefore I would appreciate you contacting me directly so that we may address your experience further. Please email me at: email@example.com.
The Palms Hotel & Spa Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.