I've waited to write this review, hoping for a resolution to the issues I experienced during my stay. It's now been more than 8 months since my stay in July of 2011. I've tried numerous times to contact the hotel by email, fax, and phone - none of which have been successful. So, I'm mailing my complaint to them and posting this review in the hopes that someone may actually realize that things need to change.
I traveled alone to Cincinnati in July of 2011. I booked my stay for 3 nights thru hotels.com. I checked in with no problems. The following day, I returned to my room around 11pm to discover that my room key did not work. I went to the front desk to get a new key. After much searching in the computer, I was told that I had been checked out of that room that day & a new guest was now registered to that room.
I found my reservation/confirmation and the wait began. After about 30 minutes of waiting - while other guests were coming to the front desk for towels, which were "in the dryer" and unavailable...one employee offered to go up to the room to see if indeed someone else was in there. I was very concerned at this point about where my luggage & personal items were.
After he went up to check, he returned to let me know that no one else was in the room and my luggage was still in the room... but that I could not stay in that room that night. I got a luggage cart, went up to my room and packed everything up and returned to the lobby for more information. They put me in a new room for that night.
The next night, I returned to my room, opened the door, and the room was empty - all my luggage & personal items had been removed from the room. I went again to the front desk. This time, I was handed a small hand-written note on a piece of cardboard stating that "something" happened with the housekeepers and I had to be moved. The employee that night had no idea what had happened, so I asked if there would be a manager on duty in the a.m.
I went to my new room and looked everything over to be sure that all my belongings were there. They were, but it was very unsettling to know that they had been moved while I was away during the day.
In the morning, I asked to speak with the manager, but wasn't given that opportunity. The person that I did talk with assured me that a "partial" refund would be coming. She let me know that it would have to be processed back through hotels.com since I had booked through there. I assured her i would follow up with the hotel, and she encouraged me to do so.
I tried calling the hotel, I emailed all my information, confirmation, etc. to the email address I was given, I tried faxing everything, but always got a busy signal. I gave up for awhile, but I do not feel this is how customers should be treated at all.
I have now copied everything I have and am mailing it directly to the hotel. I hope to hear a reply soon in the form of a full refund check mailed to me.
I will likely be in Cincinnati again soon, but I will NOT stay at this hotel. The location is convenient, but this is not how a customer should be treated. I felt I handled all the moves with much patience as everything unfolded - perhaps too much patience. I hope the hotel management will realize how much of an inconvenience this was & promptly refund my stay.
don't stay here
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.