Misleading Rate Information
Was totally misled trying to book 2 nights for our 25th wedding anniversary and am very upset at how Prestige handled this! Very nice friendly staff, however, their personalities does no good when ... more
Was totally misled trying to book 2 nights for our 25th wedding anniversary and am very upset at how Prestige handled this! Very nice friendly staff, however, their personalities does no good when they give incorrect information which wasted my time and just disappoints me in their hospitality. I clearly heard what the rate was because I specifically ASKED if it was for one night and was TOLD 'No, thats for both nights" So as soon as we hung up, I immediately looked for space to hold on a booking engine as advised to do. At the rate that was later quoted I would NOT have bothered jumping through the hoops in order to get the rate that was ORIGINALLY quoted to me. However when I called back after doing what I was told to hold the room, the rep changed what was told to me when I first called, probably to save their own skin as they are new to this job apparently from what a manager advised. I might have understood better if the rep just owned up and admitted a mistake was made in the information provided, but to lie about what was said does NOT make for a good impression of this company. ZERO STARS for CUSTOMER SERVICE! Honor the rate you tell potential customers rather than change your story when you make a mistake! less
Trevor Carr, General Manager at Prestige Radium Hot Springs Resort, BW Premier Collection, responded to this review
I am deeply disappointed with regards to how your reservations were handled and the perception you felt from the ordeal. I will be using your feedback as a teaching moment for my fresh and very new team at the front desk, but more to the point I would like to have the opportunity to discuss this matter with you directly in hopes of turning this into a positive.