“"You people..." Lost Reservation + Locked out of Room = Rudest Staff Hotel Experience Ever”
Three weeks on and returned home, I still can't believe this happened. I was happily at this hotel for four nights - it's quiet, a short walk from the Strip, pool, free breakfast, really great staff. I was very happy here, so I decided to extend my stay via hotels.com. On the day I was supposed to check out, I went to the lobby at 7am to confirm all was in order for my extension. The staff at the desk could not find my reservation, so I showed them the confirmation from the website. They seemed happy with this and "would sort it out". I had been there for four nights and had built up a decent rapport with the morning guy, so I was happy and went out for a walk.
When I returned at about 1130, my key did not work, so I went down to the front desk. A different member of staff was there and I was told there was no reservation on their system and I was now locked out of my room until I paid cash. A problem - my cash, passport, all my belongings were in the room I was locked out of. Again I brought up the reservation on the lobby free internet computer - this new member of staff I had not seen before would not come out from his desk and check with me. He then decided loudly to everyone in the lobby that he would check "one more time and that was it", claiming he had been onto hotels.com helpline and they confirmed there was no reservation. I asked if I could ring them and speak to them, and he told me I would have to do it on my own dime at the nearest callbox(!). I really could not believe what was happening and just wanted to leave this place. I was truly shocked.
All of a sudden, he found the reservation. There was no apology just a muttered "I wonder how this happened" under his breath. The rudeness was still palpable and a claim that I could have fraudulently created this reservation (that's right - because if I am coming to Vegas I am going to create a fraud on a backstreet 2-star hotel....!). When he said this, I decided I did not want to stay here anymore - I asked him if he hadn't found the reservation on his system then I would have been stranded and locked out of the room - he still said "Yes" - because check-out time had passed and I would have to pay more money. Basically, removing me from my belongings including my passport. I decided at this point I definitely wanted out and told him so, mentioning I would be warning people on review websites. That's when he said the most shocking thing to me, in a lobby with other staff and customers - basically how (paraphrased but essentially correct) "You people always threaten to write reviews when you don't get your own way". Apparently, my "own way" being a reservation I had made in good faith after staying here for four nights already? "You people" being what - a tourist? a foreigner? British?. I was shocked and just wanted out. Ultimately, and I think aware of what he said, he let me back into my room to pack and leave. I was absolutely disgusted that a chain hotel with a Worldwide reputation can deal with customers in this way. It's a massive shame, the hotel otherwise was really decent and until that morning I really had enjoyed my stay.
This really is a friendly warning to all out there - even if you hold a reservation in your hand, this might not be enough. This really was the rudest member of staff I have ever come across in a customer facing industry, completely shocking and the idea that I could forceably have my passport removed from me in another country because of an internal mistake when no help was offered to help sort the situation was truly worrying. The bonus accusations of some sort of fraud and a complete mistrust of the customer for no apparent reason was just truly stunning.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 28, 2013
We are very sorry to hear that there was a mix up in your reservation. We have taken necessary steps to ensure that this type of thing does not happen in the future. What we suggest is that if you happen to make multiple reservations, make sure the staff knows that you have another reservation when you arrive so they can make sure that your stay goes smoothly
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.