The staff at this hotel was amazing. Management, on the other hand, were so inflexible, shortsighted, and deficient of basic customer service skills.
Due to sudden severe storms, our flight was changed to to the following day. I immediately contacted the hotel! I was told by the hotel that Expedia had to make the adjustment on their end. However, Expedia could not adjust the hotel reservation due to how close the reservation was and so they contacted the hotel directly. The hotel denied the adjustment request.
I booked two rooms that were not going to be occupied that included breakfasts that would not be eaten.
During check out, I revisited the issue with them and at that point they told me that because Expedia didn’t “email” them, nothing could be done. I showed them the chat thread with Expedia and because I was bordering begging, I gave up on the back and forth.
I’m right in front of you with documentation from Expedia of all my effort. So what purpose does an email serve? You can’t make up stipulations as you go. And when Expedia contacted you, why not tell them to send an email? It’s the lying that really took me over the edge.
The fact that they were okay with me leaving their hotel unhappy and annoyed was so disappointing. No one was asking for a full credit but some adjustment would have demonstrated optimal customer service and a dedication to guest satisfaction.
Also, leaky ceiling, mold covered ceiling, shower that wouldn’t drain