I could understand this requirement if it were peak season and a prime night that had to be cancelled, but we needed to cancel out of a Sunday evening reservation at a spa resort in the middle of a rural community that had an empty parking lot. The manager was unconcerned about negative reviews and reinforced their 48 hour cancellation policy. The manager was rude and was totally unconcerned about how this negative experience would be treated even though as a resident of the community, I would have liked to be able to refer more people to this local business. The manager refused to acknowledge that they had already stayed and paid for 2 nights at over a 150 a night and held firm on their 48 hour cancellation policy for their third night. My mom's plans had to change at the last minute after staying at the hotel for two nights and she needed to cut their trip short by one evening from 3 nights to 2 nights. Greetings by the staff were cold and the quality of the room was much lower than my previous experiences. The hotel was almost vacant this weekend and it appeared that they were trying to determine if the chef should even come in for breakfast service in the morning. Unfortunately, the hotel has lost the meaning for customer service. I had used there spa and hotel services before and my family stayed in the hotel for one night when we first moved to the area 3 yrs ago. I live 5 minutes from this hotel and thought it would be a wonderful place for my mom to stay.
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