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An Entity of Type : rev:Review, within Data Space : foodie-cloud.org, foodie-cloud.org associated with source document(s)

Attributes	Values
type	rev:Review
dateCreated	2016-08-26 00:00:00 (xsd:dateTime)
itemReviewed	Luxury Suites International
http://www.openvoc.eu/poi#funnyReviews	0 (xsd:int)
rev:rating	1 (xsd:int)
http://www.openvoc.eu/poi#usefulReviews	1 (xsd:int)
rev:text	This is my experience in booking with Secret Escapes for our Las Vegas Trip staying at Luxury Suites International at The Signature. I booked a suite on June1 along with two other couples from the website within minutes of each other for a place to stay to celebrate a birthday in August. We traveled from California to Nevada and was directed to Tower 1 of The Signature to check in. It was 4 pst when we went to check in and line was quite long as only two employees were available to check guests in on a Sunday. The email from Secret Escapes had a confirmation number to use to pull up the reservation when I got to the desk the employee was unable to locate the number. The employee tried to search by my name and phone number but was not able to locate a reservation it was at that time that she called Luxury Suites International (LSI) customer support and they attempt to find the reservation information. After some time, the hotel employee informs us that LSI does not have the reservation from Secret Escapes(SE) so that I will have to call SE customer support. The hotel employee indicated that as I chose to book through a 3rd party vendor there was nothing further that she could do to help but that they did not have a reservation and the hotel was booked for the night. The next couple went to check in and the hotel was able to pull the reservation right up and provide the room the third couple was in the same boat as us except that the employee did not offer to call LSI and told the couple to do that themselves. I called SE customer support to find out that they were closed for the day and would re-open the next day. The other couple without a room called LSI and gave them the information on their reservation which then seemed to spark LSI's curiosity as now two different couples were experiencing the same issue. The customer support employee Jeremey from LSI asked that we forward our SE confirmation emails to him to review. We received a call from the individual indicating that he would be able to place us in a room but would need my credit card information again to protect his company in case they could not get the funds from SE. We were told that SE did not send the reservation information over to LSI who then would have made the reservation with The Signature for our stay, we also heard that possible computer glitch may have occurred or maybe our payment to SE was not completed therefore they did not transmit the reservation to LSI. After emails, phone calls and general frustration we got booked into our rooms via LSI and the hotel staff at Tower 3 which were considerable nicer then the staff at Tower 1. This ordeal caused us to miss dinner reservations that had been made to celebrate the birthday that we came to Las Vegas for. On top of that the birthday girls room had a phone charger that had been left from a former guest, the sound on the TV would not work and when she opened an overhead cabinet in the kitchenette a pile of empty recyclables and trash fell on her. When the birthday girl called down to the front desk about the trash they indicated that as we booked third party that the hotel was not responsible for the housekeeping and we would need to call LSI and that they could send them an email. The other couple had a light fixture as they walked in that was half hanging off the ceiling. In our room one of the bathroom faucets appeared to be clogged as it was draining extremely slowly, it was evident that these rooms had not been well maintained. I fired off an email to SE about the issue with the reservation that evening and received the first of slew of emails that simply did not make me feel any better. One email came the same day in which the SE employee stated "our manager verified our automated email and confirmed that booking summary was sent to the hotel the day you booked as well as the 6th of June as part of the booking summary list." I was advised SE requested LSI send us a bottle of wine and a separate gesture as the hotel should have input the booking into the system as the issue was not with SE. I received more apologizes but at this point felt that no one really cared about my experience or inconvenience that I encountered. I received another email from a manager stating "the hotel is at fault as they had received all the information regarding your booking and failed in registering it in their system before they experienced the overbooking. Furthermore, unfortunately they do not seem willing to help much." The email concludes with "We are very sorry that we could not be of any further assistance on this occasion. We did everything we could. We have of course taken into account the behavior of this hotel toward yourself and us." Although the deal for the room was a great deal it was not worth the ability to hold someone accountable for when things go wrong so I would ask potential customers to consider my experience before booking.
http://www.openvoc.eu/poi#coolReviews	0 (xsd:int)
rev:reviewer	Serena

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