September 6, 2010
Don Shula's Hotel & Golf Club
6842 Main Street
Hialeah, FL 33014-2097
To Whom It May Concern:
I stayed in the Don Shula hotel and Golf Club in Miami Lakes, Florida on September 5, 2010 and checked out September 6, 2010. I booked the hotel over the phone and thought I had secured a great price of $89 per night, plus tax. But when I checked out, my bill was $70.57 higher than I expected. I advised Joanne at check out that I had already paid for the room the night before – paying $80.00 cash and $20.51 on my card plus a $50.00 holding fee. I advised that all I needed was a receipt because again, the room was paid for, but my credit card was charged anyway.
When I called and advised Joanne of the error, there was no apology and I was blown off and told that it would refunded after the “holiday”.
Another incident that occurred was in the dining hall at 9:30 am, me and my guest sat down and waited to order and sat there for 40 minutes. I had to get up and call who I thought was a manager-Ronnie and ask why were we not waited on when people who arrived after us had been waited on and served. Now I am not the one to play the race game but it made me feel as if we sat there because we were women of color. Because of this ordeal, me and my guest decided to leave your hotel which is why we checked out the next day (September 6,2010) and find another for the duration of our stay.
This was my first time staying at the Don Shula Hotel and Golf Club and I thought that it would be impeccable service because of the referrals that I got and it was not, I am displeased to say the least and will let all of my friends/colleagues know about this experience. This kind of behavior is unacceptable. Please know that we
will not be staying in the Don Shula hotel and Golf Club the future
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 13, 2010
Thank you for sharing your experience with us. We have reviewed your comments with our staff and revisited the service points mentioned. We are disappointed when we do not meet our guests' expectations but always strive to improve after receiving such feedback. We do hope another opportunity to turn your experience around is a possibility.
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Thanks again for sharing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.