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  • I never even checked into this place. Their customer service is terrible, despite being called "VIP services." First, I reserved a Loft, which is not exactly cheap. The day after I made the reservation, I received an offer code for 15% off and food and beverage credit. Then I made the mistake of calling "VIP services" to see about getting the discount. First they told me it wasn't valid at Hotel32, despite that fact that it specified Hotel32 in the email, and the person was quite gruff and rude. Then I was transferred to somebody else, who said it was valid, but not for the dates I wanted even though the email specified blackout dates and I wasn't using those. He put me on hold, left me there for about five minutes and hung up. So I thought, okay, maybe an accident. They have my reservation, so they'll call back. They didn't. I then went online to see if I could apply the code there, and found that it said the code was expired. In addition, I found that my room was $30 cheaper per night then it was less than 24 hours before. So I cancelled my reservation and tried to make a new one at the suddenly lower rate and that wouldn't work nor would my email "offer." I sent Hotel32 a less than polite note regarding their false advertising and lousy customer service, to which they never replied. But the fun didn't end there. The day AFTER I cancelled my reservation, they charged me for the room deposit. Two days later and I still haven't gotten a refund, and I can't afford to book a different hotel until I do, so thanks for less than nothing, Hotel32. Oh, and did I mention that I called them just before writing this to inquire about the refund, only to be told "maybe you should talk to your bank" and "it should be in transit" by yet another rude individual who hung up while I was in mid-reply? If customer service is that bad BEFORE I get there, I'm not wasting four hundred dollars a night to find out what it's like once I'm checked in and they've got me locked in. If I were you, I'd be careful with Hotel32. A lot of people say it's awesome, but apparently if ANYTHING is even slightly off, they don't care a whole lot about fixing it or keeping you as a customer.
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