Last Saturday, my boyfriend and I shared a wonderful evening at Steak 954 in Broward to celebrate his birthday. It was late and a long drive home, so we decided to rent a hotel for the night. Since it was a last minute idea, we decided to go online and book at the Marriott Courtyard via hotels.com. We finally get to the hotel, and we were greeted by the "night auditor" Sarah. Mind you, I put extra emphasis on the night auditor title, since she repeated it numerous times throughout the evening. As we are ready to check in and go to bed, our reservations were not in the system. We did explain that we booked the room via hotels.com maybe 45 minutes beforehand. We showed her our confirmation number, and of course that was not sufficient. She proceeded to criticize hotels.com, and that this happens "all the time" according to her. I then asked, if that was the case, then what are our options? Mind you its 2am, and we are extremely tired, and all we wanted was to get a room. Did Sarah, the night auditor, have any options for us? Yes, call hotels.com and figure it out. Yes, that was her attitude.
My boyfriend decided to call hotels.com and speak to them directly, which the lady from hotels.com called the front desk to figure out what is going on. At this moment, I thought everything will be squared away momentarily since a rep from hotels.com is now speaking to Sarah. Of course, I could not hear exactly what was being said on the other line, but it didn't take a rocket scientist that Sarah was being very unreasonable. The representative from hotels.com requested if they can fax over our reservation to the hotel, and use that as a confirmation, since our reservation was not uploaded to the hotel's system. Sarah, of course, refused adamantly, and explained that is not her procedure, and will not do that. And that she was not able to check us in or out that way. Then hotels.com also suggested that our reservation will be uploaded in the system by the morning, but to just check us in. Nope, of course Sarah, "night auditor" refused to budge. This went on for 30 minutes!! It is now 2:30 in the morning, and Sarah did not show ONE OUNCE of any type of concern or even EFFORT to accommodate us.
Finally, Sarah was placed on hold by hotels.com, and while I tried my best to keep my composure, I did ask again what were our options? Hoping she would show some remorse or sympathy, but did she? You guessed it no. Sarah suggested for us to cancel the reservation via hotels.com and to book it again thru her directly. At that time, I was outraged, not only of the suggestion but her attitude and her unwillingness to even help us. I immediately told her that was not an option, since hotels.com does not have a refund policy, and we were not going to pay for the hotel again!
Eventually, my boyfriend who was outside on the phone, since the lobby area did not have any reception came back. I did have to remind him to please remain calm, since it was late and pretty much we were at her mercy, which she was very well aware of and took total advantage. However Sarah did notice my boyfriend's frustration, and after an HOUR of going back and forth with hotels.com, she decided to accept the fax as a confirmation to our reservation. While she was trying to put us in the system, she complained throughout every minute of it. Like SHE was the one being inconvenienced!! I have stayed in MANY MANY hotels, and I have NEVER EVER experienced the incompetence and unreasonable demeanor as this night auditor demonstrated. So much so, my boyfriend and I will never forget her name. And since then, we have shared our experience to others.
I do not recommend this hotel to ANYONE. If you are in the neighborhood, you might as well rent at the Residence Inn.
I guess there is truth in the saying, you get what you pay for. And if that's the case, we overpaid for our stay at this hotel.