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| - This review is for my family's stay here, December 2014. We came again for the Christmas holiday. Once again, we loved the hotel. I can't find anything wrong with the rooms. We love the rooms. We adore how there are 2 full baths. It makes life so much easier. The full kitchen and all the amenities are on point.
The front desk and valet people were all super nice. The lobby was beautifully decorated for Christmas. Everything was lovely.
The only reason I had to take a star off from my last review is, the horrible experience I had at the cafe in Tower 2, Delights.
Delights double charged me for a simple slice of banana nut bread and coffee. What should have been like $9.00 turned into a $22 charge. Immediately I saw my account from my phone and knew they charged me two times. I told the girl at the counter...she told me one of the charges was a "ghost" charge that would drop off eventually. I was fine with this explanation.
Well, it didn't drop off. Two days later, both charges cleared my account. So on our last day there I went back down there with my receipt. I showed one of the workers. She was very nice but had no power. She told me she had to call the manager whom wasn't there at the time. OK fine. So she called the manager, Jennifer Fir.
After she spoke with Jennifer for a while, she comes back to me and says that JENNIFER SAID the extra charge WILL drop off. I tried to explain to her that it would NOT drop off since both charges had already cleared my account. Once something clears your account, the only way to get it off your account is if Delights had refunded me back the extra amount. But this girl was super sure that her manager, Jennifer, knew what she was talking about more than I knew what I was talking about. So she gave me hers and Jennifer's names and told me to call back in 2-3 days if the charge didn't drop off. I waited about 5 days, and nothing dropped off...as I predicted.
So I called back. I asked for Jennifer. After a long runaround of them leaving me on hold for over 10 minutes and then telling me Jennifer wasn't there but then, when I hung up and called back, somehow Jennifer was suddenly on the phone?? WTH?
And boy did she have attitude. She was dismissive and curt in her tone. Not ONCE did she apologize for THEIR ERROR or anything. In fact, she acted like I was just a nuisance bitch that she wanted to go away. Like I had no real cause to be calling her. Like I was making shit up or something. I would like to clarify that I was super calm and patient throughout all of this bullshit experience.
She told me to give her the receipt check #. Which I did. She called me back about 15 minutes later and told me the extra charge had ALREADY been refunded and there was nothing she could do. Huh? I'm sitting there looking down at my ipad, looking at my account...and the money had NOT been refunded. But I guess I'm just a liar.
So I told her nothing was showing up. She told me to give it 2-3 days and the refund would show up. That seems to be her go-to response to just get rid of folks. Fabulous. Of course, the refund never showed up on my account. I knew it wouldn't.
Jennifer was beyond rude. A simple, "I'm sorry" would have gone a long way. Or even just a more friendly, helpful tone. But she just wanted me to go away. She didn't give a damn. I'm not calling her back. So she WON this battle. She got her wish. She got me to go away and not bother her anymore with a customer service issues. I guess I will just live with the knowledge that I paid around $22 for a fugging slice of bread and coffee.
My whole family has been coming to The Signature for Christmas for the last few years and always enjoyed it. But this freaking incident left a bad taste in our mouths. The lack of respect Jennifer showed and being cheated out of close to $10 for some bread and coffee, is astounding. Her lack of care is shocking considering she's in a position of customer service. We might just go to Vdara or Delano next year. Fugg this.
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