Usuario invitado
18 de marzo de 2024
My wife and daughter had a reservation for two nights for a dance competition that was nearby. We had made this reservation about 2 months ago. She got a notification on her mobile app that said her room was ready so she checked in, she was not going to sleep that night in the room but show up in the early morning. She showed up the next day in AM to get into her room because my daughter had a dance competition that she needed a room to get ready in. When she got to the front desk they said her reservation had been canceled because she didn't show up by a certain time. When she explained the situation and said she had a confirmation that her room was ready so she checked in online already the lady at the front desk immediately went to get her manager Henry. Henry informed her that she was not able to check in because they canceled her reservation as she didn't show up. My wife explained but she checked in online, and she was showing up now in the AM to get into the room. They said her room was given away. Henry did offer my daughter that she could get ready in the bathroom down the hall. Thanks but no thanks Henry. They eventually gave her a room, which wasn't the same room she reserved (a different style room, smaller, and one king bed instead of two queens). She had reserved a suite with two queen beds, and had a confirmation of the reservation from 2 months ago. She found out later that day she wasn't the only one from the dance competition that was having issues with the hotel, another mom had her room canceled. They found out that the owner of the hotel's daughter had a wedding that night mysteriously some rooms got canceled and given away. This is not typical of a Renaissance hotel, it's poor customer service, and if you have a confirmed room and you check in via mobile app and you get no further notifications you believe your room will be ready once you get there. Not at this hotel. Beware they will cancel and give away your room at will here.
Traducir