I was panicked to get a reservation for an upcoming family wedding next month. I was too late to get the "special" wedding rate. The first two hotels I called were booked. I went online and got what I thought was a refundable rate from this location. Unfortunately, I didn't thoroughly read the cancellation policy, probably because the cheapest room said "non-refundable" and so I went to the next higher price, which said, "Must book at least 1 day in advance. A deposit of 1 night stay is due at the time of booking. Canceling your reservation ... will result in forfeiture of your deposit." I only needed the room for one-night so that my 88 year old mother in law (the eldest surving member in the family) could stay late and enjoy family(she only lives about 45 minutes away, but it is one of the unsafest -is that a word- roads in central texas to drive at night).
Within 24 hours I learned I needed to cancel the reservation and was surprised to find out that I would lose the entire payment over $200. Stupid, Stupid, Stupid. So, I thought I would call the hotel and see if they could cancel for me without charges. The front desk person told me this was impossible because it was billed on the "system." I asked for the customer service number and he gave me an email address. The response to my email was to wait 2-3 weeks to get a response. So, I found the 800 # and called. I was told that billing was up to the specific location and that I should call the hotel!!! UGH. I should have known!
I called back and spoke to the manager. Most hotel managers have the authority to handle something like this. My reservation wasn't even 24 hours old and it was still 4 weeks away. The best he could do was return all but $50 of my payment. So I am stuck with a $50 charge (as far as I know, it hasn't happened yet) for a room I will never use. I know this is the reason for "guaranteed" rates. This has only happened once to me before (about 4 years ago) and there was no problem cancelling my reservation without a charge.
I am most upset with the run-around and the time it took getting this resolved. I did received an offer to stay at a reduced rate that was still more than the wedding rate. I decided I did not want to do business with these people at all. Customer care is not just a new fresh building. I get tired of people saying it is out of their hands. I doubt that.
- Official Description (provided by the hotel):
- Welcome to Marble Falls’ Newest Hotel, the Holiday Inn Express Marble Falls, TX. Nestled in the heart of Texas Hill Country, this beautifully designed spacious hotel offers a rich Tuscan feel. The Holiday Inn Express Marble Falls is located only 45 minutes west of Austin and 80 miles north of San Antonio on Hwy 281 and Hwy 71. ... more less
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