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| - Where do I begin...
I walked in this hotel from a long flight from New York City for my cousin's wedding. Maribel, the check in girl, was clearly having a rough night. After notifying me that I only booked one room, after I told her I had two rooms and to check under other names, she informed me that I needed to call hotels.com. I had no problem doing that. She was clearly having a bad day and was interested in transferring her anger to someone else.
First of all, the customer service was the worse I have ever experienced in my life. I have stayed in a favela in Brazil, a luxury hotel in Paris, a beach resort in Grand Cayman, on the waterfront in Capetown, South Africa and numerous domestic locations. And I have never felt so undervalued, humiliated, and disturbed as a customer. I felt targeted, since I checked in with a group of African Americans in a hotel that was shockingly white. I did not want to be serviced by the rude girl, Maribel so I asked to speak to Elizabeth. She informed me that she had to speak with other customers. I waited. After she started to help me, they completely ignored me, talking about me within earshot. I was floored.
After asking to speak to a manager, I was led to the security. The security told me that they were refusing my services and that I had to leave. I can not believe it. I have never in my life felt so discriminated, targeted, and offended. This was the worse experience. I had to scramble to find another hotel. They told me they refunded my money and they did not. I had to use the security guard as a proxy. This, while my parents were treated rudely, my sister was ignored after checking in, then they called the police on my two aunts, several female cousins and described my 1 male cousin as a perp. Completely out of hand. Another customer, who happened to be a white woman, had to come to our aide and explain to the officers what happened. Maribel left the hotel in a taxi while my family was still in the lobby. I left.
It was completely uncalled for. It was so belligerent and violent of them to display that level of aggression towards customers. My family had already checked in and paid and they refused to talk to them. I didn't know if I was in 2015 America or 1915. I just have never had such a terrible experience. I would suggest that no one in their right mind stay at a hotel like this.
This hotel is an absolute customer service nightmare. You will not only feel unwanted but you will see first hand the challenges that this hotel has failed to address.
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