I wanted to be sure to wait a few days before leaving this review, so that it could be honest feedback with a clear mind.
4/27- I book a stay with the facility for arrival on Aug 12th
8/11- 11a (EST) I called the hotel to confirm and advise that my family will be a late check in. A sweet young lady assured me that there will be a afterhours lock box set up for me
8/12 3p (EST) I received a text from my bank asking to confirm a "suspicious" transaction from stayapts in Auburn; I replied yes to confirm and shortly after I received a cancellation notice from the hotel.
I immediatley called the hotel and was received by a man who only identified himself as the General Mgr. With excitement and emphasis I asked him why did he cancel my stay! what am I supposed to do! I have perishable items, young children, and will be arriving after midnight! His responses were as follows: 1) There are 16 other hotels in the area where I can go, 2) If I don't lower my tone he is going to end the phone call-I can either tone it down so he can help me or he can wish me luck. When I asked how can we fix this he claimed "I am feeling kinda threatened now, I dont know if I want to fix it..."
He told me as a "general mananger" he has 27 other phone calls, and I am not the only one who has been cancelled but he will make a few calls and call me back--he never did. Instead he sent me a TEXT message stating that someone else booked my room online and wished me safe travels!!! Worse off he proceeded to go back and forth with me until 5:30p (EST) via text!!!
Professionalism clearly went out the door with Mr. General Mgr. As a general mananger you try to resolve, not win; you try to ensure customer satisfaction. He was going back and forth through text as if we were friends.
Needless to say I lost 2 hrs out of my travel because I had to stop to try to find another hotel. Moreover, the one that I finally was able to book had only one bed and a couch, so the first2 days of my 5 day stay was quite crammed. Lastly, I had to dump the groceries that I purchased. What was supposed to be a smooth move-in day for my daughter started out as a horrible experience with not one apology.
Its sad how an organization can lose credibility over one bad employee, that experience really left a bad image of stay apts. read more