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  • You would seriously think that after everything they put us through, they would at some point get their shit together. Darrell Hudson may just go down in history as one of the worst managers and individuals in customer service I've ever encountered. After the fiasco of not having the points posted to our account and being two days away from our trip was finally settled. And by settled I mean I had to call him, email him and keep bothering him to get it done in a timely manner as we were leaving in 48 hours. He was going out of town and luckily left the problem with the more than adept Heather. I wish I had been able to deal with her all along. Not only was she efficient but she was professional. Before he left town he told me that he would immediately post 6000 points to our account so we wouldn't have to worry about the first nights lodging and hope the 28000 points would go through as soon as possible. We ended up not being able to use the points at all that holiday since we were incorrectly informed by starwood reservations that the San Francisco Sheraton would be able to accommodate us and our two dogs. We decided we have had enough of this company. With our baby due in two months and it being our one year wedding anniversary, we decided to spend all the points on a nice resort in Palm Springs and just be done with it@ I called to reserve our room early this week and was told the 6000 points were never posted to our account. I was able to get a call back from Darrell a day later trying to argue that he was only going to post the points to the account until the others went through but he messed up and they never posted. In his logic, since the other points went through it didn't matter that he had already commited to giving us the 6000 points regardless of the status of the other ones. He finally relented but said he wasn't sure when they would post. Management here is highly questionable, absolutely irresponsible, and sadly beyond untrained in normal customer service practices. If you make a mistake FIX IT, without question and without hassle. I understand mistakes, it happens to the best of us but I have a huge problem with the resolution of this issue taking nearly a year and with me having to hound management. Now that this is finally settled, I'll be writing to all of the wedding websites, local newspapers and NE ohio wedding magazines...I hope no one else is treated with the blatant disregard we were shown
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