Nikkidv
6 de diciembre de 2023
This hotel stole over $400 out of my account 5 days AFTER I left the hotel. All of my past reservations have been paid for weeks! It gets much worst. I am not a mom biologically, but I take care of 6 kids & I do not appreciate my money being stolen during the holidays. I honestly do not know how they keep messing up such a simple two-step process. Normally you book a reservation, pay, & you’re done. How they keep making the SAME mistakes is beyond me. I’ve had to contact them over 25 times to solve two issues regarding my reservation. In addition to authorizing my card for a charge I never had, this is the third time I had an issue with this hotel. Even though the majority of the staff is kind, some of them are all over the place & they lack basic problem solving skills or listening skills. My first reservation was through a third party. I didn’t have an issue the first time. So, I wrote a positive review for the hotel. After that, everything went downhill from there. When I voiced my concerns to Gilbert via phone, his advice and response to me was that, “Maybe you will be better suitable at another hotel since my staff keeps making mistakes about my reservation.” I was taken back by his response. I had been incredibly patient & I was disappointed that he would say that to me, as if I was the problem. I even got out of line & allowed elderly ladies to get in front of me because that’s how I was raised. I was more than patient considering the situation. So, his comment was disappointing to hear. That was very rude & I told him that I didn’t think that was right that he say that. He made me feel like I was being problematic when it was indeed the staff. When I brought my concerns up to manager Jessica, she was extremely aggressive & rude. As a very compassionate, patient, & respectful human, I didn’t appreciate that. She gave off a bullying kind of energy. I had to politely stop her & ask her to speak to me respectfully in the same matter that I was speaking to her in. My first reservation with the hotel directly led to them overcharging me, again. I should have been charged separately for incidentals & then for the reservation. Instead they authorized my card twice for incidentals & then they overcharged me then too. It took over 10 attempts to finally get to Gilbert. He claimed that my bank made the error & they corrected it, but I called them & they said they made the mistake and then later adjusted it on their end, so that was a lie. Then, the second time I tried to pay for my reservation. I wanted to put that reservation on another card. They told me that Gilbert said that MY RESERVATION WAS ALREADY TAKEN CARE OF, so I couldn’t not pay. I told the nice lady at the front that I have not paid. She said, “Well Gilbert said it was paid for.” I didn’t know what was going on but seeing that the order came from the manager, I didn’t know what else to do. I was exhausted with trying to get a solution. So, days go by (at lea
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