Worst customer service I have EVER experienced!!! Will never stay here and will make sure none of our local athletic teams ever stay here for the State of WI meet. We had booked a room ahead of time for 2 nights and when we arrived in La Crosse we had a change of plans that made it necessary for us to stay only 1 night. We went to the Quality Inn and explained that we needed to cancel 1 of our nights. Jessica, who I was later informed was the top employee of the front desk area, said due to an event that was going on in town this particular room had a 2 night minimum. We asked her if they had other rooms that didn't have a minimum stay requirement. She said yes. We asked her to cancel our 2 night room and switch us to a 1 night room since we had zero preference on what room we were in. She then proceeded to tell us that what we were trying to accomplish was "trickery". Yes, TRICKERY! I almost became speechless in shock. I then said forget it, we would rather stay somewhere else with better customer service so please just cancel our room that we had booked for 2 nights and we'll be on our way to a more pleasant hotel. My husband was already on the phone and booking us a room elsewhere in town. I had the reservation confirmation in our vehicle that states "you must cancel this reservation before 4pm local time on Friday 6/6/14" which was the first night of our reservation. It was 1:30 in the afternoon. Jessica informed me that it was too late to cancel and we would have to pay for it regardless of if we stayed or not. I immediately asked to speak to a manager. She said Jeff the manager would not be in until after 4. I said that would be too late according to your paperwork, please call him. She called him and then went into a different room so we couldn't hear what she was saying. She returned and asked to see our paperwork that states it could be cancelled before 4pm. It was pouring rain outside and so I said "it's in the car, do you not have standard cancellation procedures to follow so we don't have to run out in the pouring rain?" She said she absolutely needed the paperwork per her manager, Jeff, and wouldn't do anything without it. So I asked for an umbrella. She said no. I went out to the car, grabbed the paperwork, verified I had read it correctly and brought it back into the lobby of the hotel. She said "never mind, we'll just cancel it for you". I said 'never mind what!?! I'm already back?!? Do you not need this paperwork after all that?" She said "nope, it's cancelled". I asked for a printed cancellation figuring this wasn't going to end well and after some huffing and puffing she gave it to me and we left. I was completely appalled and offended that she would treat a customer, or anyone for that matter, in such a rude, disgusting way. If that's their top employee in that area I think it's a huge blessing that we ended up not staying there as I'm sure we would have been unhappy in all areas of the establishment. Don't stand for this uncalled for behavior, stay elsewhere.
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- Also Known As:
- Brookstone Hotel La Crosse
- Brookstone Motel La Crosse