Worst customer experience I have received from a hotel in a long time. I've stayed in a lot of hotels and very few, if any, have a staff that treats people as low as this one. The front desk clerk continually states that she's only a front desk clerk, cannot process cancellations, and I need to email the manager about a cancellation. Then the manager calls up with an attitude on a follow up (assuming from caller ID) even though the front desk clerk said he needed to be reached through an email. He accused me of cursing at his employee which is an outright lie, unless you would call the word "crap" a curse word. And crap would accurately describe the level of service I was given. In addition, he continued to threaten me using a tone much more severe than he claimed I had. All without any evidence that his employees accusations were true. I asked if he had a recording of the phone call so he could review it and see that I did not curse or use inappropriate tone. Again, unless the word crap was inappropriate, but when referring to the policies and customer service, I would stand behind that it was appropriate. All of this for a mere cancellation request and they're strict enforcement of $185 penalty fee if you do it despite them being fully booked out. Pure greed and outlandish policy enforcement that could have been avoided if they would have checked with the group. This reservation was booked through a group and the email confirmation upon booking I received stated you could not even cancel through the hotel but needed to do it through the group. When I did it through the group I did not receive a confirmation. The next thing I did was follow up a couple days later to make sure and was treated horrendously. The policies and staff are amongst the worst I've encountered and I've had many hotel stays this year in itself, let alone all I have experienced. This has left me with such disdain for this property that I will not let this end here and will be seeking resolution through a variety of sources. read more
