I just returned from a two-night stay in room 500, which I had booked online at the rate of $116/night. At the same time, I had also booked a three-night stay for my mother at the same rate. (As I write this, she is still checked into room 505.) The hotel itself is lovely and I would usually consider $116/night a bargain for what you get, but I encountered some serious problems at check in.
The short story is that the online reservation system does not tie directly into the hotel's computer system. Each online reservation must be entered by hand and the default stay is for one night. The front desk clerk said that the person doing the data entry often "tabs through" the page where you are supposed to enter the number of nights.
Both my reservation and my mother's reservation were entered incorrectly in the hotel's computer as one night stays (arriving Friday and leaving Saturday -- who does that?). The front desk clerk was able to correct my booking, but could make no assurances regarding my mom's room as the hotel was overbooked for Saturday night. After talking to three different people and showing them printouts of my online reservations, I went to bed that night thinking that my mom would have to move to the Davenport the next day. They could not even assure me that she would get the same rate at the Davenport.
I thought it was extremely lame that they would even suggest that my mom would have to vacate the room Saturday night in favor of someone else, just because they had mis-entered her reservation. Why not explain to the person arriving on Saturday that the hotel was overbooked? Why was this my problem and not the hotel's problem? I asked to speak to the manager but was told she wasn't there Friday night and that she didn't work weekends. It felt like no one was in charge. My husband noted that the attitude at the front desk was "indifferent".
1. Call to confirm online reservations.
2. ALWAYS bring a printout of your online reservation. It would have been my word against theirs without it, and even then they didn't seem too impressed.
I checked again on Saturday morning and found that my mom's room booking had miraculously been fixed. Did someone with authority finally look into this?
Lovely rooms with nice amenities. Cookies a nice touch. Continental breakfast wonderful and server took good care of us.
Next time I'll probably try the Davenport, since my mom almost ended up there anyway.
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- Also Known As:
- Lusso Hotel Spokane