Made a reservation via credit card. Credit cards are charged if you don't check-in by 4pm. No problem.....this is the policy of most hotels and we usually don't show up for a reservation until a few hours after check-in (3pm) anyway. We showed up for our reservation on June 22nd around 8pm. Upon hearing our name, the clerk looked at a paper which had items "highlighted" on it and then handed my husband a "letter of apology" from the general manager. Dear So and So, we are over-booked and have made a reservation for you at "X" hotel. Sorry for any inconveniece....blah...blah....blah.
They made arrangements for us to stay at another hotel in Bozeman. A sub-standard, $80 dollar a night hotel. Which they had already paid for.
My husband told the clerk that this was unacceptable and she called the G.M. at home and handed my husband the phone. The G.M. was rude and unprofessional to say the least. She said that there were people who had decided to extend their stay and because she couldn't physically make them vacate the room, the hotel had become "over-booked". And continued to explain how lucky we were that she had made us a reservation at the local roach motel and even paid for it and also "bought" us 5,000 Marriott points. Apparently, we were supposed to be ecstatic by the gesture of a "free" room at the other hotel. We were not.
We travel a lot. My husband travels weekly on business, staying 20 plus nights a month in hotels. This is the first time we have ever experienced this situation.
When we turned to leave, the desk clerk, bellows out....."Sir! The room at the hotel is already paid for!" My husband replied. "It's not about money". She seemed upset by this. (are there that many people who love to get something free, no matter the circumstances or what it is?)
We'd just driven 7 hours. We knew there weren't any acceptable vacancies in town, or the next 2 towns over for that matter. (I guess tourist season just started) Missoula was the next option, which caused us to drive over 3 more hours than we had planned. It was an irritating situation. Reservations held with a credit card are guaranteed. That has always been our experience.
Needless to say, we will not make another reservation at this Marriott property. In fact, we are done with Marriott with the exclusion of JW Marriotts which are amazing hotels with excellent service and know how to manage a hotel and reservation system.
- Official Description (provided by the hotel):
- Nestled in the heart of Montana's Rocky Mountains, you will find the Residence Inn Bozeman hotel. This Bozeman, Montana hotel is just 90 miles from Yellowstone National Park, 45 miles from Big Sky Ski Resort, 16 miles from Bridger Bowl Ski Resort, and 6 miles from Montana State University, giving you convenient access to the area's top attractions. Our Bozeman hotel is designed to provide you with everything you need to thrive on long stays. Start your day with a complimentary hot breakfast buffet and end with appetizers Monday through Wednesday evenings. Melt tensions away at our pool, heated spa, and fitness center and relax in your spacious guest suite featuring separate living and sleeping areas and fully equipped kitchens. Our Bozeman hotel offers complimentary high speed Internet access and is pet friendly. Whether on a business trip or vacation getaway, let us help you to thrive while visiting Bozeman, Montana. ... more less
- Reservation Options:
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- Also Known As:
- Residence Inn Bozeman Hotel Bozeman
- Bozeman Residence Inn