Our stay in the hotel very nice until I attempted to correct a mistake about being billed for an extra room and was pretty much called a liar by the G.M. Travis . My family and I stayed over the holiday weekend and found our stay very pleasant . When we checked in we requested adjoining room but were told that there were none Available. They put our rooms right across from one another which was fine however ,we noticed that there was a adjoining room next to one of our rooms that appear to have no one staying in it. My wife called down to the front desk and asked if we could move to to the adjoining room but were told by the front desk clerk that the room was not in service. The next day we spoke to a cleaning lady who thought we were staying in adjoining rooms because she was there to clean the room. She seemed confused when we told her that the front desk clerk told us that there were no adjointing rooms available. she then stayed that sometimes the hotel blocks off rooms for employees. My mother paid for the two rooms when we checkout. I Initially booked the rooms with my credit card so the hotel had my credit card on file. Two days after we left the hotel I discovered that they had charged my credit card after my mother had paid for the rooms with her credit card. I called the hotel to correct the problem and they put me in contact with the G.M. Travis who stated that we had three rooms. I tried to explain to him what happen when we checked in and asked about adjoining rooms but he really did not listen, and was very Condescending and short with me stating" I am not calling you a liar but my employees would not have told you that there were no adjoining rooms available or we block off rooms for employees." He then stated we will look into the matter and hung up the phone. I was offended by the tone of his voice and attitude. I then proceeded to contact choice Privilege customer service and speak to Arron who was very nice and contacted Travis who told him that his desk clerks stated that they called us and asked us if we were staying in three rooms and we stayed yes, which was a complete lie. So Arron had him do a room key check of the room in question to see if it was ever used during our stay which took approximately 30mins. Travis then contacted me and stated that the hotel was not going to fight over this matter and would refund the room charge. Travis Would not state what his room key check revealed but I am sure it showed that the room was never used during our stay. He made it sound like the hotel was doing me a favor by removing the charge and he never Apologize for the mistake. I was very disappointed in the actions and Attitude of this GM and the way he treated an out of town customer! I understand mistake happen but this GM was out of line in his comments.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 23, 2013
Dear Meloro33,
I’d like to start out by apologizing that you had an unpleasant stay at our hotel. For the past two years our property has received the Gold Award for being in the Top 10% in customer service and I can assure you that this is not a typical experience...and is CERTAINLY not in line with the high standards of operation we embrace. From your comments, it really does sound like our property had an off day and I want to reassure you that when isolated instances such as these do occur, it is our goal to effectively and professionally communicate how we are planning to rectify the situation and it certainly sounds like we missed the mark on making that happen...and for that, we sincerely apologize.
As you can hopefully see from the other Tripadvisor comments, we have a lot of satisfied guests who return to us often. I hope that the next time you are in the area you will consider giving our hotel another opportunity to prove to you we are worthy of the awards in which we are so proud and I know we will exceed your expectations!
Once again, thank you so much for submitting your review of the property as we take the opinions of our valued guests to heart!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.