Booked this hotel for a work-related strategic planning conference. I asked for a small meeting room for our executive team of 5. Without pausing to check, they said their meeting rooms were not available ( and in a crass tone). I understand that the service industry can be daunting, as I have worked in customer services for over 20 years, so I responded in kindness, asking if they were all booked. I received a more escalated response " we are not hosting meetings due to covid regulations". Before I could respond, they hung up.
I should have taken that as a sign, but silly optimistic me, I chose to move forward an book the rooms from our executive team due to the convenience of the location and the complementary breakfast.
I booked 5 rooms online, One of which was at a non-refundable rate. Unfortunately, one of our executives was exposed to COVID. I called to reschedule our stays and was declined. When I asked why I was told that they were not at a refundable rate.
I clarified that only 1 room was at a refundable rate, and that should not matter because we are not canceling or rescheduling.
They refused to help and said I would need to speak with a manager who was not on duty at that time.
I called back when a manager was on duty and was informed they were not available to talk to me. I understand that being a manager, you have many responsibilities, so I asked when the manager ( Delores) would be available for a call. they said they were unsure, but they would make a note and call me back.
I waited 24 hours and did not receive a call. at this point, I go online and cancel the 4 of the 5 rooms and receive a reimbursement, Because, as I said before, I booked them at a refundable rate.
Honestly, I'm perturbed at this point, but I try to remain optimistic.
So I call again around 7 pm for my 3rd attempt to get the room reschedule. I spoke with Courtney. I unexplained my situation and was told that I could not cancel.
I explained that I was not canceling, I was rescheduling due to COVID; Courtney, indignantly responded that that didn't matter.
At this point, I am upset but committed to attempting to be pleasant. I highlight that the hotel policy states that you can not cancel, it does not prohibit adjustments,
Courtney remains indignant and says that that doesn't matter, and i should've read the terms before I booked. " Obviously I did read the terms which i why I knew what they said and referred to her.
I asked, if I could speak to a manager, and was told they were not available and to call back when they were, I told her I already did that and would like to make an appointment. they declined,
I even tried to just change the name on the room so at least my husband and I could take a mini-vacay since were already planning to go out of town.
...and Courtney's response: "NO CHANGES !"
She then shrewdly and sarcastically wished me " a nice night" and hung up while i was still talking.
Long story short, We will never be doing business here again, we will be writing cooperate office and posting this complaint to the BBB as well.
