I checked in Tuesday morning about 2am. There are 2 things that stand out about this hotel, but noting else. Angela and the property itself. This is what happened. I was charged for a 1 night stay but my reservation was for 2 nights. But that's not really the issue here. The issue is how the staff dealt with the issue. Let's start with Miss Tina. I was on the road heading back to Virginia and I saw that I had a missed call on my cell phone. First off, she didn't identify herself on the call, and I had no idea who I was calling back. So, I called the 850 number back, and then i realized that it was the hotel. In a VERY belligerant tone, Tina said, "You stayed for 2 nights and only paid for one, how did you want to take care of the charges?" I didn't know what she was talking about, because when I checked in, only one night was collected. I had assumed since I checked in so late that they were only charging me for the one night. Tina was so rude and she talked over me, I could hardly get in a word edgewise. Finally, she said I will have a manager call you back. I said, fine. So, a couple days went by and I never got a phone call, so I had assumed that everything was ok. Well, it wasn't. My reservation was for 2 rooms, and Angela charged both rooms for 1 night. the hotel took it upon themselves to charge my friends card not only for her second night, but for my night as well. Not even a courtesy phone call back as I had been promised by Tina a couple days prior.
So, I received a phone call on 9/15/12 from Renee, the General Manager. But she didn't identify herself as Renee, she said this is "Miss (and I don't remember her last name) Why wouldnt she just say her first name? At the hotel on the "Manager on Duty" sign it says Renee, so why would she have to play this game? My phone broke up, and I didn't even have the energy to call her back, because obviously Tina is her protege and Renee talked over me too.
The problem with this hotel, is that they don't listen. It's one thing to stand your ground about a particular situation, and in this situation, YES, the hotel was right, but properly train your employees to do their jobs. Don't make your guests feel like criminals because of a mistake. You guys are in Customer Service, please act like it. It's a shame, because I'm in Panama City often, and you have a great product. On another note, Please train the couple that does Housekeeping that a Do-Not-Disturb sign on the door means just that. You aren't even supposed to knock on a door if it has a DND sign on the door. My other party's room was cleaned despite her having a DND sign on the door.
Overall great property, but horrible customer service. Renee and Tina need a Customer Service 101 class, and also a class in empathy. I have seen it all now!!!!!!!!!!!!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.