M M
25 de septiembre de 2024
On 9/2/24, I made reservations online for several weeks out. Through repeated difficulties with their website, a reservation for 9/2 was made in error (the day I was making these arrangements from across the country, btw). I did not realize this had happened until 9/22, when I saw that my card was charged. I then called to resolve this, but there was no manager on duty for this first attempt, and I was told someone would call me the next day. No one called. On 9/25, I called again to resolve this and was told the manager would not approve any adjustment to this charge as "this is policy." My card was charged $106.54 for a reservation made in error on 9/2 for 9/2. When the representative informed me that the manager would not help (this rep was very kind in the message she was relaying as the manager clearly could not take time to call me personally), I canceled my upcoming reservations, which totaled $257.58. As I do business in HSV and travel there frequently for family visits as well, this property is conveniently located to meet my needs. However, my policy is not to do business with short-sighted businesses with poor customer service and will stay elsewhere for future HSV trips. The $106.54 was worth the cost of avoiding future potential pitfalls with this property. Perhaps customer service and some finance training are needed for the manager(s) here to determine if such a small amount for the sake of "policy" is worth sacrificing long-term customer loyalty.
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