So disappointed, literally the worst customer service I've ever experienced in my life! After a wedding I was with booked almost the entire hotel, we called to see if the couple getting married would be extended any type of special for their room (like every other hotel I've EVER stayed in offers). Meredith rudely laughed when I asked this and said it is the policy of their manager not to extend any type of special rate to anyone. I asked if it would be possible to speak with a manager, and she replied he's here M-F 9-5.... I responded, "great, it's only 4". And she quickly said... well he's gone. I asked if she or anyone else could help me and she told me the couple getting married would have to come in M-F 9-5. I had already explained that the wedding was that coming weekend, so this was not possible, but started to explain again... before I could finish, she hung up on me. I called back, thinking surely this woman did not hang up on me.... I continued to speak to her in a calm manner, and explained to her that if she could not help and if there was nothing that could be done, she could tell me that instead of hanging up. She responded with, you're just mean, and hung up AGAIN! Might I add I've never been referred to as "mean" by anyone....
Unfortunately I was stuck staying at the hotel, and when the day came for the wedding I tried to check in early (1pm) like I was told I could when I booked the room.... well turns out I couldn't. So when the wedding was done around 1am I went to check in. The doors were locked.... I rang a doorbell, no one came, almost 20 minutes later and numerous doorbell rings later a women answered the door in what appeared to be pajama pants. She told me upon check in that she would have to charge me immediately for the room instead of at check out, I said that was fine. She then gave me my card back, but not my driver's license... and insisted she didn't have it, I had to start to reach over the counter for it before finally she admitted having it.
Upon check out I dealt with a woman, who said she would be "taking care of me" and charging me for the room... I explained I had already paid for it and she said well I don't see it, so you couldn't have. I showed her the charge on my mobile banking but she STILL insisted on charging me.
I tried to call back M-F 9-5 to speak with a manager and resolve the double charge, for over a week I was never able to catch a manager during this time.
I'm not sure who this establishment is hiring, and what the training process is... but I was blown away with how terrible the staff was. As someone who has worked in the customer service field as a corporate trainer for over 15 years, I am astonished that this level of service is "acceptable". I travel frequently and have never experienced anything that even comes close to how terrible this establishment treats their patrons. read more