On a recent trip my flight was cancelled late on a Friday night due to weather. I called several hotels to check on availability. The person that answered quoted a room rate that was acceptable and I requested the shuttle pick me up. I was told which door area to wait for the shuttle. After seeing several other hotel shuttles come around more than once I called back and was told the driver had been notified. Again I waited and waited and waited; finally the shuttle arrived. When I was dropped off at the Red Roof the desk person said the rate I was quoted that all the rooms for that rate had been taken and the best rate availabel now was $10.00 more. It was not so much the difference in the rate as it was the attitude of the desk person and that while checking in he received a call regarding rooms being available and quoted a room rate of $39,99, $40.00 less than what I was paying. I asked how they could have rooms available at that rate and I was unable to get the rate of $69.00 I was quoted. He said that was the airline rate for crews, I said it seems to me that you should honor the rate I was quoted and he said ne could not.
I sent an e-mail to the hotel explaining the situation and did not expect to hear back, However within 24 hours over a holiday weekend I received an e-mail response from the General Manager apologizing for the delay of the shuttle, desk clerks remarks and that it should not have occured, That these are not acceptable standards and appreciated the remarks. She also indicated she would be crediting my account, this in my opinion was more than I could have asked for. Based on this managers quick response I will stay at this facility on future trips through Dallas.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to express your thoughts and concerns regarding your stay with us. Guest comfort and satisfaction are of the utmost importance to us. We hope to see you back with us again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.