| rev:text
| - I made reservations for my son and his bride's wedding night at least a month ago. The reservation was for the Executive Suite which included a jacuzzi and fireplace - perfect for a wedding night (oh, and with the breakfast package too). I called and confirmed the reservation on the morning of the wedding, very early, and explained that we would be arriving late.
At approximately 10pm, I arrived with the bride and groom to get them checked in and pay for the room. The keys were ready and the front desk staff were pleasant. They explained when breakfast was and were very cordial. The bride and groom left and went to their room and I provided my credit card.
The following day, I asked my son and new d-i-l how their stay was, and did they enjoy sitting in the jacuzzi and looking at the fire in the fireplace (it had gotten unseasonably cold overnight!). They looked at me quizzically, and explained that they did not have a jacuzzi room!!!
I called Crowne Plaza's customer service number and was referred to the hotel manager, who was apologetic. Apparently, they are renovating the rooms. They CANCELLED my reservation and changed it to a regular fireplace room (not a jacuzzi room) without notifying me. They had WEEKS to do this! Additionally, I paid for an executive room - including a jacuzzi - so the hotel hadn't even adjusted the rate to match the cheaper room rate. The manager said they "should" have notified me an again apologized, offering me my money back or another stay. Although this was nice, how do you EVER get back a wedding night??? THis was a gift to my son and his new wife...a beautiful, fun and sexy room to spend their first night together. So although a refund was appropriate for sure, it really doesn't make up for what was lost.
The bride and groom did say they had a great breakfast. The lobby area was modern and bright and like I said, the staff were pleasant.
One of the marks of great customer service is getting a room reservation correct. Should the room not have been available, this bride and groom should have been upgraded or I should have been called an offered an alternative choice - including perhaps cancelling this hotel reservation and making another. I'm appreciative of being refunded (by the way, the charge was over $300, yet I was quoted $234!)...but I think more should have been done to fix the problem. In my opinion, we deserved a refund AND a free stay at a location of their choice (as they live out of town) and this STILl will not make up for what was lost. There will never be another wedding night. And this was my gift to them. I have no words as to how disappointing this was.
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