| rev:text
| - What was supposed to be a relaxing getaway turned into a stressful stay because of Dana, one of the managers at the hotel. We were promised a specific room by one of the booking receptionists when we called about our reservation a few days prior. We even called in-house reservations the day-of to make sure our room would be ready upon arrival. Both women on the phone were quite nice (Samantha and Karen). When we arrived, Dana the manager said the room we requested was taken (we had already paid for it online). We told her that we spoke to Samantha a few days ago, as well as Karen earlier that day. Dana then said we would have to pay an additional cost if we wanted that room. So, she changed her story from claiming that "the room is no longer available" to "you have to pay an additional amount for that room." We asked her whether the room was unavailable or whether she wanted to charge us additional money (since she decided to flip flop her story within one minute of talking to us). She seemed to be frustrated by the fact that we had caught her in a lie. She sort of laughed (as if SHE was the one fed up), and said "look, if you want the room it costs more than what you paid." The additional cost wasn't even the issue at this point, but rather her demeaning and inconsistent responses. We then asked why two separate employees would guarantee us that room over the phone, and why she initially told us it was taken when we first arrived, but now it was available if we paid more. Dana responded with clenched teeth and wide eyes, and said "what I'm telling you right now is that there is no way you can have that room for the price that you paid." I was shocked by how angry she got. I'm not a confrontational person and I'm cognizant of how hard it must be for people who work in customer service, but I was genuinely shocked and hurt that she responded through clenched teeth because we asked for clarification on her story. I said to her, "you seem extremely frustrated, maybe you've had a bad day or something, but the way you're speaking to us right now is very condescending and I'm not sure why you think this is any way to treat 2 guests who wanted to stay at your resort for a vacation." Dana said, "Well because you're not listening to me. If you want I can cancel your reservation or deny service." I was shocked by how quickly she escalated this situation when all we wanted was some clarity as to whether the room was taken or if it cost more. There was no "I apologize for any confusion," or "I'll be sure to clarify this with my employees," or anything close to that. At this point we just wanted to get away from this woman. I was completely taken aback by her threat to deny us service. It seemed clear to everyone in the immediate area of the lobby that we had done nothing to prompt that type of animosity from her. If there were any other resorts in Fountain Hills we would've gladly left this place, but unfortunately we had already paid, and we didn't want to let this person ruin the rest of our time together (my boyfriend and I are in a long distance relationship). I'm still very confused as to why we were spoken to in that manner. I've never had anyone working in customer service clench their teeth at me and laugh in response to legitimate questions and speak so condescendingly. Perhaps something horrible was going on in her life. I'd like to give her the benefit of the doubt. But it was a truly jarring and stressful situation that did not have to be. I sincerely hope no one else is on the receiving end of this kind of treatment.
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