Not sure if this is the same location at the off of Esters and 183(airport fwy) but here's my review and corporate better be paying attention, if not, they need to hire someone such as myself for business Reformation and implementation.
I was suppose to rent a room at your location off of hwy 183 and esters in Irving, TX on April 26th, Friday morning at 2am and check out Monday morning at 4am. I made the reservation with booking.com
1st, the clerk took a while to get to the counter. The clerk did not have any identification that indicated he worked there. I told the gentleman that I needed a room for that night and that I will be checking out at 4am. I gave him my confirmation number, but he said I was not in the system since I had just made my reservation 15 minute prior. So he entered the reservation manually. Per my confirmation with booking.com, My booking was slated for Friday morning until Monday morning for a total of 204.00. I asked him 3 times to confirm that everything was correct. Initially, he tried to charge me 210.00, but I told him that's not what is in my confirmation.
He overrode the system and charges me the 204.00 which I paid in cash. I also advised him that I did not want house keeping, yet when I returned later that evening from being out, my room was cleaned up with the except of me finding a used tooth pick under the air con unit.
Saturday, house keeping came knocking on the door, and I told them again that I do not want house keeping and to not bother coming Sunday as well. She said she doesn't understand English that well and my Spanish isn't that great, so u told the front front desk I do not want housekeeping service during the duration of my stay. Well Sunday come around and house keeping kept telling me it's time to check out. I told them again. That I am not checkout until Monday morning at 4am. The so called manager of desk clerk comes banging on the door and tell me that I had to pay for another night. I said that I already paid for 3 night so why would I pay for another. So he tell me to go to the front office and talk to him then.
He proceeds to tell me that even if I checked in after midnight that it goes for the prior day. I check into all of my hotels after midnight and I have never had an issue like that before. Also this guy too does not wear a company shirt or name tag so I do not even know if he is a manager or a staff on duty. When I explained that that's not what the clerk the night before told me, he tried to say that his English isn't that great, but that he insisted I pay for another night. Because of your clerks clerical error, I had to impose on a friend and stay their for a night until it was time for my flight to leave.
If I hadnt paid cash and reserved the room with my credit card, I would be disputing this with my credit card company. Please note that I will never stay at another one of your establishments again, and I will also tell my friends and colleagues to do the same since none of your employees at your esters location know how to read a reservation confirmation, adhear to privacy of hotel guest, or explain and confirm reservation with said guest. read more