I recently stayed at this hotel for a mini vacay with my kids. As a mom of a special needs child (I have a 5 year old with Down Syndrome and Sensory Processing Disorder) vacations aren't always stress free. But I had the best of hopes for this mini vacay. I checked into the hotel and the woman at the front wasn't the most personable person I've ever met but she was tolerable. She took my debit card and proceeded to charge it for the amount of the stay ($373...which included the $20 per night deposit for incidentals). As the kids and I were getting settled in the room I decided to just check my account balance and I noticed that the card had been charged $433....well as a single mom I am VERY diligent with accounting for every one of my pennies and this charge only left me with $9.00 in this particular account. I immediately called down to the front desk, I must admit with an attitude, wanting to know why they had charged so much. I was then transferred to Ms. Nikolova. She explained to me that the Marriott had only gotten approval for $380. I explained to her that I was looking at my account and it CLEARLY stated $433 pending for the Residence Inn. I called PNC and I was told that when checking into a hotel THE BANK places an addition 15-25% on hold ON TOP of what the hotel asks for. I had NEVER heard of that before. I called Ms. Nikolova back, with the supervisor of the bank on the line and Ms. Nikolova told them to release the extra funds as that is not what they requested AND that is not what they got authorization for. The Bank Supervisor told her she could not manually do that because the charges were PENDING. So in an effort to help me Ms. Nikolova went ahead and charged me for the stay so that the charges would post and no longer be pending thus releasing the extra funds immediately (as that is what the bank supervisor said would happen). Ms. Nikolova said she would do it but didn't think it would work....and SHE WAS RIGHT. The bank STILL did not release the funds which would leave me with access to only $9 for the length of my stay there. After I hung up with the THIRD bank supervisor I called Ms. Nikolova back to tell her the outcome and she was VERY APOLOGETIC (over something that SHE had no control over) she said she wished she could do more and I thanked her for all of her help. About 30 minutes later I noticed something under my door....it was a $25 gift card to Publix. It brought me to tears. She had already gone out of her way to help resolve an issue that she had nothing to do with and now she took time out of her day to provide me with the gift card. She is a VERY rare individual and I hope that the Residence Inn understands and acknowledges just how lucky they are to have her as an employee!!!!
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