Made my reservations online for three nights for two rooms. A week before my trip, I called to my final total due on my rooms. I specifically asked if there were any other fees or charges other than what they said was do, they said no. Ok, get there to check in and my total was much, much higher-there were, in fact, more charges and fees added to my total. When I asked the clerk to explain, he asked me "Are you getting smart with me?!" I was taken aback...I was just asking for clarification. Rude, rude, rude!! Another thing-went to get into my room at around 2:00 a.m and my key would not work. Went to front desk and told the clerk. After she tapped, tapped, tapped away on her computer for about ten minutes, she looks up and me and says "It appears your keys aren't working properly" Really? Ya, think?! smh Took another ten minutes to issue me two more keys. She never apologized for the inconvenience and flatly said "here ya go" as she handed me the keys. Totally unacceptable on both incidence. I wish management would recognize that these front desk clerks are the first impression the guest get of their hotel.
Other than those two things, the room was great-the maid service was fantastic and we enjoyed our stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 31, 2012
Thank you for taking the time to write this review on your recent stay. We sincerely apoloigze you were not provided the correct information when calling to confirm your reservation and for the service shortfalls you experienced at check in. I assure you this is not our typical exceptional service we provide to our guests. We also apologize for the problems you encountered with your keys. We certainly recognize that all of our employees impact our guests experience and apologize we fell short of exceeding your expecations. We would love the opportunity to research your concerns and speak with you more about your stay to ensure you were properly charged. Please contact me at email@example.com at your conveience.
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Guest Relations Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.