My friends and I had two confirmed reservations in my name. CONFIRMED. The day we were supposed to arrived, I get an email at 5 pm notifying me that as per my request one of my rooms has been canceled. I called immediately to find out what was happening because we were departing from Detroit to arrive at the hotel in 3 hours. I told the woman who answered the phone about the email. She was immediately defensive and and told me to call Expedia. I explained to her that I had booked the rooms through AmericInn's own website and not Expedia. She repeated over and over that there was nothing she could do for me. I insisted that she had to do something since I had two confirmed reservations that I had not canceled; I gave her the confirmation numbers. She said she would speak to the manger and get back to me. She called back after what seemed an eternity (it was probably 45 minutes) and explained that she had made a mistake because someone else with my same last name checked in and only wanted one room (I was later told by senior manager the clerk was required to make this call). She said she had already given one of our rooms away and there was nothing she could do about it , sort of "you deal with it" attitude. Luckily my friend had hotel points so we stayed at the airport Westin, but if we were to have arrived as scheduled, we would have been completely out of luck. This woman was poorly trained at customer service; she tried to blame the situation on me. Upon checking in the next night the on duty manager was apologetic and comped on of our rooms for the night. The real problem here was not that the clerk made a mistake it was her very poor and, in fact, aggressive handling of the situation. To me this seems like a management failure. This woman should be trained better and if untrainable let go. When I told the manager about my conversation she said, yeah that sounds like xxxx. If xxxx is known to speak to guests this way then management needs to take care of that. Failing grade on every level. Ugly, lousy sheets, freezing noisy air conditioner. I honestly think we dodged a bullet only having one night in this dump. AVOID LIKE THE PLAGUE
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- Also Known As:
- Americinn Lodge & Suites Saugatuck _ Douglas Hotel Douglas
- Americinn Lodge And Suites Saugatuck _ Douglas
- Americinn Hotel Douglas