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  • One of the worst hotel experiences in dealing with the staff and has to be a reflection of the management. Your in the hospitality industry and not in a hospital and the goal of having SOP's and Policy and Procedures is to have a guideline or reference point, not to be an excuse not to go out of your way or not apply common sense as your the SOP your manager wrote is straight from the word of God and applicable to all situations. My situation was my wife chose last minute to stay with her sisters and the kids way out in the NW off Farm Rd and thought it would be best as i was in town to resolve a stressful issue in court and had to be downtown. The room was already paid for and I got to the room early and wanted to check in as my wife had just got the her sisters with the kids. She typically holds on the our credit and debit cards and she gave me the card she wanted me to use for incidentals and deposit. Well since, she hadn't arrived yet and the credit card she had given me had her name on it. The $25 deposit on a credit card was keeping me from showering and resting vs sitting in a hotel lobby. I offered to give $25 cash deposit until my wife could come. They said no, I asked if she could call the hotel and approve the deposit or email her a credit authorization form bc she decided the hotel was too far for her to drive and she didn't want to leave her sister to watch over 5 kids. They said no. Now this is already not being flexible given the situation that gets annoying. They are telling me that unless my wife comes down in person for a room already paid for to confirm a deposit of all things for $25 whole dollars they won't check me in and cash which I did have was no good. Then I remembered I had a us bank credit card on me that was almost maxed out from lawyer fees and when I called to find the remaining balance was only $24.73...just short. I made a payment over the phone so even though it wouldn't post till midnight the lady from us bank said she would explain to the lady at the front desk that the current available balance is $0.27 shy and a payment has been made and will post after midnight so the charge will go through in case the $0.27 over makes the card get declined , which it did. The lady at the front desk refusef to accept my card knowing in 3 hours it would go through or overlook the $0.27 difference was keeping me from laying down in hotel room because my wife had all our bank cards. All because hotel policy. Lucky for me my parents live in Las Vegas and I had to go pick up my mother and Summerlin and drive her all the way down to Alexis Park to use the card and tbe ID to get into hotel room and bc she was local the deposit jumps from $25 to $250. So for the love of God people Alexis Park your SOPs were not written in stone so please be a little bit flexible and mindful of your in the hospitality industry. And that everything is in black and white and if you see when your guest is having a stressful day don't add to it by creating more pointless hurdles and obstacles. I just have never seen so many excuses to use the hotel's policy as a crunch to not do anything.
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