Terrible Hotel-Poor Customer Service and Needs to Be Maintained
11/06/2017 lonestardocs, Houston, Texas
The hotel description, pictures etc. looked very nice so even though the price was above the average in the area, we made a reservation for 2 nights. It was advertised as a "hot breakfast" but the "h... more
The hotel description, pictures etc. looked very nice so even though the price was above the average in the area, we made a reservation for 2 nights. It was advertised as a "hot breakfast" but the "hot part" was green eggs (not kidding!), greasy sausages, and the regular cereal and white bread.
The room was clean, but the sheets were old and wrinkled and there was a gap of 1/3" around the door in places and had flies in the room. We asked the front desk individual to cancel our 2nd evening as it was not fair to ask for a cancellation on the same day. We had to have a Supervisor from Orbitz call the front desk because the front desk individual had a bad attitude and kept telling the first Orbitz Associate that the manager was not available (this was early Friday afternoon). We asked the 2nd Orbitz associate/Supervisor) to ask the front desk person to call the manager to obtain a waiver so we could get a refund for the next night as there was a festival that weekend so the hotel would not lose money on our cancelled Saturday evening. The supervisor did get the waiver, but out of vindictiveness, 2 minutes after we checked out (around 9:40 am on Saturday), she charged our charge card for the room AGAIN...and their excuse was that the room was left dirty.
We carefully checked both rooms before we left and there was NO mess. Also, my husband was in the car parked in front of our room and no one entered our room before my charge card was charged (I have an automatic text from my bank when charges are made to my card!!). This was pure vindictiveness because the day before, the staff was forced to call the manager to ask about a waiver. Now, we have used Orbitz before and had an emergency and the hotel agreed to our cancelling the 2nd evening. less