Check in went smooth... or so I thought! I checked in on 9/16/19. I confirmed all my details with the front desk and provided me ID and checked into my room for the night after traveling and attending a conference.
On 9/17/19 I went to buy my lunch and my account was over drafted. When I checked my account the hotel had billed me twice! I was traveling and had no extra funds for anything like lunch or gas. I called the Hotel and they tried to reverse the transaction and advised me to call the bank. The bank told me to call the Hotel. Thankfully, my bank is understanding and put money on my account and treated it like it was fraud. They got on the phone with the hotel and had me on the phone at the same time. They explained exactly what they needed and provided contact information. Additionally, the hotel confirmed contact information and the General Managers contact info. The Hotel front desk could not provide any explanation at that time and didn't really know how to resolve the issue but agreed to supply the needed documents to the bank. The bank updated me an hour later that the hotel had not followed the correct procedures outlined and had to request more info. At that point, I was mad and emailed the G/M asking for a phone call. The front desk indicated that he was very busy and would only provide his email.
That night when I got to the hotel, I indicated my unhappiness and asked if the G/M was going to contact me. The lady at the front counter made it sound like it was no big deal and basically stated "you got your money back". I explained that I had to go all day with no food and stressed out trying to deal with work and the current issue. Her reply was: They could have given me money for lunch if I had told them. I explained I was 40 minutes away. Her come back was that I should have checked my account after I checked in. I knew exactly how much money I had in my account and it was enough for the week of the conference for food and gas, etc!
She explained that I had checked in after 9pm and that my original reservation was cancelled and a new one was made when I checked in. FALSE! I checked in at 6pm and fully repeated my reservation and time frame. At that point, she could not give me any additional information and asked if I would be staying till Friday since my duplicate reservation was actually cut short by 1 day ending on 9/19/19. I told her I would not make that call until I spoke to the G/M. She indicated she would leave a note and that I would hear from him on 9/18/19 and I would need to let them know if I was staying or going.
As of the time of this review, I have had no contact from anyone and the front desk is now giving me the cold shoulder. I have elevated this to corporate and will be checking out tomorrow! Poor Customer Service, Poor Communication, Bad Experience! I have all documentation to share but can not post the pictures here because of account numbers, phone numbers, emails etc. less