If I were able to leave this hotel ZERO stars, I absolutely would!... My husband and I booked a long weekend here during the last weekend of August/first few days of September, 2023. During midnight, prior to the day of our trip, we found out that my husband's grandfather was rushed to the ER with a very bad case of COVID. We had just spent his 85th birthday with him 4 days prior. I unfortunately suffer from an underlying health condition, and am on immunosuppressants which makes covid very very serious for someone with my condition. That morning I began having certain covid symptoms... When we contacted the hotel to inform them of this very serious situation, we were transferred to the hotel's manager. To say that I have never spoken with a more cold-hearted, cruel, and poor business person in my life, would be an understatement!..after FORCING me to obtain, and provide her with a doctor's letter regarding my condition, (which may or may not be a HIPPA violation), the manager FINALLY agreed to credit our account for approximately, $2k, which is how much our stay would have been originally. My credit card was charged the second half of the total as if we actually stayed there, but again, we made no issue of it as it was a credit on our account.
Our family then suffered a loss, and I had been dealing with a slew of very serious health issues which prevented us from re-booking our trip. We were FINALLY able to re-book our trip today which we did this morning (only a few hours ago), and then my husband's boss called him and told him that he MUST work all weekend and be in the office (in Manhattan). We immediately contacted the hotel back and were transferred to the same nasty manager we dealt with back in August. In line with her previous despicable behavior, she REFUSED to put the credit back on our account to be used at a later date.
Mind you, we only booked a FEW hours ago, we already have the credit on the account, so the hotel would not be losing ONE CENT, and I even pled with her, informing her of all of our tragic situations, which has prevented us from being able to re-book until now. Despite this, this woman who CLEARLY has no heart or shred of human decency, still refused to credit our account.
Instead, she wanted us to pay their hotel TWO THOUSAND dollars for a stay we could not, and cannot, ever use!
I am now forced to dispute the entire charge with my credit card company. SHAME ON YOU Hotel Moraine. Your hotel should learn human decency and business management skills, should you wish to succeed in the hotel business.
WARNING!!!! DO NOT BOOK HERE!!!! WORST CUSTOMER SERVICE OF ALL TIME WITH ZERO HUMAN DECENCY!! read more