I booked a room through Travelocity for 5/25. When arriving at the hotel, after driving 12+ hours, I was told by Shawna, the hotel was OVERBOOKED and my reservation was missing. After showing her my reservation confirmation, she agreed and claimed she 'did not know what happened'. After a very long time, she assisted in finding another hotel.. This was after A LOT of arguing by me and her ability to see I was clearly upset. This in and of itself, is completely unacceptable. Shawna was clearly more interested in other guests than me, although I had a hotel CONFIRMATION! To add to my extreme anger, I was CHARGED by Seaside Inn for this room I COULD NOT STAY IN AFTER A 12 HOUR DRIVE. Once I saw the charge on my credit card, I called Seaside Inn. Heather Grace was extremely rude, kept me on hold for over 20 minutes, and could not offer any help at all. She told ME to call back in the morning to talk to a manager b/c she was unable to assist and did not even offer to have the manager call me (I had to!). Honestly, why even have front desk staff if no one will be accountable?! I don't know how this hotel stays in business. I demand a refund immediately. I'm still sitting with the charge on my credit card for a weekend I did not stay at the hotel.. AND I had to pay for another hotel. DO NOT STAY HERE!!!!
Do NOT stay here. Run!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 12, 2013
Please allow us to begin by offering our most sincere apologies. A situation such as this is a hotel's worst nightmare, and a terrible experience for any guest to endure. We feel we handled the situation as quickly and as efficiently as possible, considering the circumstances.
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We did not immediately know why your reservation was cancelled. After carefully searching our computer system and the internet booking site, as well as interviewing our desk employees, we discovered that there had been some confusion with your reservation. You had booked a room, cancelled it, and then booked again. Unfortunately, our new desk employee, being inexperienced, had mistakenly cancelled both reservations, old and new. We have given this agent specific training regarding this mistake in the hopes that the mistake will not be repeated in the future.
Please understand that your request to "kick someone else out" and "move them instead," was not an acceptable suggestion, even though you did have a confirmation number. It is one thing to cancel a reservation due to an honest mistake, but it is quite another to cancel a reservation purposely. Although we felt terrible about the situation, we did what we thought best, for all parties involved. Please realize, we absolutely did care about you, which is why we worked as quickly and diligently as possible to resolve the problem.
Unfortunately, overbooking occurs at most hotels at one time or another. When a hotel overbooks, it will send the overbooked reservation to the nearest and most comparable hotel property. We worked as quickly as we could to relocate you, and within 30 minutes, had a room for you less than two blocks away, in an oceanfront hotel, in an upgraded room.
When an overbooked hotel sends a guest to an alternate property, it is customary for the overbooked hotel to charge the guest's card, and for the alternate property to bill the overbooked hotel for the room and tax incurred. Unfortunately, both the alternate property and the overbooked hotel charged your card. We did not realize this had occurred until we received your call.
At the time you called regarding the credit card charge, it was 9pm, and our managers were not on property at that time. All refunds must be researched by the manager for approval. Desk agents do not have access to the credit card server, as it holds very sensitive information. As soon as the manager arrived the next morning, the issue was researched and a refund was expedited to the processor. By the time you had written your review, it is likely the refund was already credited to your account.
We really cannot tell you how sorry we are about this entire situation. This is absolutely not the norm for us, and we have taken this issue quite personally. We feel terrible that you have experienced us at our worst, in this terrible string of unfortunate errors. If you are ever in the area, or if you are planning a trip in the near future, please call 888-999-6516 and ask for Shauna or Doug. We would very much like the opportunity to show you our best, and to prove to you that we do care, as customer service is, and always has been, our top priority.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.