Stayed here for a wedding 2 weeks ago. Good location - but for $350/night it should be. Decent rooms (needed some general upkeep). The walls were very thin and I could hear the ladies next door until 2:30am. View was of the parking lot. Breakfast service was so slow I almost walked out without paying when my waitress dsappeared and didnt come back with the bill for 20 minutes, because I was going to be late for the wedding.
Major disappointment was today when I got my credit card bill and called to have the extra $350 charge resolved. They have a 2 night minimum. I was staying one night for a wedding, and my parents were taking over my room for the 2nd night. Accidentily, I got charged for their night too so I called to have the charge removed. The agent read me back the CLEAR notes in the computer - about me ONLY paying for the one night, and clearly that my PARENTS were paying for night #2. They even charged me for the first night right when I checked in, so that I would not be charged again at checkout for the 2nd night.
He apologized for their error - but said nothing could be done until the other party (my parents) were contacted, and their info was scanned, submitted, and processed - and it was up to me to get that info. Yup. You heard that right. He also told me he was the one who had made the error and had made the credit card charge. He also said he had no way of contacting the 2nd party - so unless I could get them to contact the hotel, I would be charged. Um... what if I had split the room with another set of friends associated with the wedding party and I didn;t know how to reach them? What if my parents left the country? Etc Etc... you can some up with some more scenarios here....
I explained that including the very clear notes in the computer about how the charges were SUPPOSED to be processed, I wanted the $350 charge credited back to my credit card immediately as it was crystal clear that this was their mistake- and this is an UNAUTHORIZED charge (theft) on my credit card. For them to recoupe the charges from the "2nd party" was THEIR mistake, THEIR burden, and not MINE. He said he couldn't do anytthing and that I needed to call back tomorrow. Ok, another customer service failure... so I asked for a message to be left for that manager/billing person to please call ME. (I shouldn't have to call again to fix THEIR mistake).
2 things - I could just have my parents write me a check for their night, or just call and stop the payment on my credit card... but it is the principle here. When you pay $350 a night for a sub-par hotel room in Newport, you expect at least that the customer service/ guest experience should be worth it. I should have stayed with my favorite place, The Attwater Hotel (amazing rooms and service).
Hey ... the valet and bell boys were the best part of my hotel stay there. Accomodating, friendly and gladly accepted my $20 tips every time they helped me with something. Keep it up valet guys!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for bringing this matter to our attention. If ever a mistake occurs, we are always all about correcting it. We truly and deeply apologize for the inconvenience. We have addressed the issue, and we will do our best for this not to happen again. Our associates always try to do their best. We only want happy guests to leave the hotel. Thank you for your kind words on behalf of our bellman, they are true gems of the hotel. We always see smiles on their faces, trying to make each of our guests happy and satisfied.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.