| rev:text
| - Good afternoon Sir or Ma'am,
I am writing to inform you of the worst hotel experience I have every encountered regarding canceled ( not by me) stay at Extended Stay east flamingo.
Our reservation was scheduled for Thursday Sept 15th 2016- Sunday Sept 19th, 2016. At the beginning of the week we found out we would not be able to arrive in Vegas until Friday so I contacted Extended Stay to see if they could change my reservation. They told me I would have to contact bookings.com to make any modifications which I did. Bella from bookings.com had to contact the hotel to see if they would honor the change which she did and then confirmed the Extended Stay said we could in fact modify our reservation. The new reservation would be Friday the 16th-Sunday the 19th.
Upon arrival to Las Vegas after a 7 hour drive we attempted to check into the Extended Stay east flamingo, only to be told by Brendon ( he refused to give us his name) that our reservation was canceled and there were no more rooms available. When I asked him who canceled the reservation he told me he didn't know and said it was probably by booking.com. I told him that we have a confirmation number and should have a room because we did not cancel our reservation. I explained to him about the change in reservation at the beginning of the week but we were confirmed why would booking.com cancel our reservation. He said I need to call them and have them find another hotel because all the properities related to Extended Stay were sold out. I asked him to check again and he did call the other hotels. When he confirmed they were sold out his attitude towards us changed. In the following manner: he became instantly unhelpful in trying to assist us with a solution to the problem. He did not care that we drove 7 hours and just wanted to rest. He became irrate when we asked to speak with his manager, when I asked him his name he told us we wasn't going to give it to us. ( we later got his name when he answered the phone and I overheard him say it). Once he knew I had his name, in a mocking manner he said it loudly and spelled it out. He was also callous and sarcastic in his responses. At one point he stated he did not care about our situation stating, "I don't care because tonight is my last night". At one point he when we told him he was being unprofessional and had an nasty attitude he threatend to call the police and have us removed from the property.
I asked to speak with his manager in response he told me he wasn't there and I couldn't. I told him I know there is a way to contact the manager because I myself have worked in the hospitality field for a long time and know this isn't the way to treat customers. He contacted his manager and exlplained the issue with complete insensitivity to the situation. I briefly spoke with the manager who himself seemed only to care about being bothered and not that someone canceled a guests reservations. After the conversation with the manager I contacted booking.com and explained the situation to them letting them know the hotel put the blame on them for the canceled room. They told me and also told Brendon they did not and would not cancel our reservation. When confronted by booking.com about not canceling the reservation Brendon then changed his answer and said he wasn't sure who canceled the reservation.
Booking.com started to work on relocating us while Brendon hid in he back room only to come out when other guest came to the front desk. he also said he, " if I were you I would be worried about finding a place to stay." There were other guest who came to the counter as this was occurring and overheard the situation. After Brenden help them they told us sorry and that was poor business practice.
While waiting for Booking.com to rebook us another group of guest came to the counter. 3 gentlemen, once they were helped by Brendon, he looked at me and said, " see I'm pleasant, just not to you".
Once booking.com was able to rebook us we collected our bags and left.
My fiancé and I were super excited to come to Vegas for a relaxing weekend. This experience has left a horrible taste in our mouths with Extended Stay. I travel for work and am able to pick my hotels. I have stayed all over the world and in many different chains. We have never been treated as poorly or disrespected by someone in customer service as we were with Brendon. If in fact it was his last night it was evident in his attitude. I would think better of a company than to have someone like this working the front desk. He represents Extended Stay which is scary, knowing he is very capable of acting like this to any customer.
I would like to know what and request that something is done on behalf of Extended Stay. Booking.com covered the price of the original room however there was a remaining balance out of pocket. Considering our room was canceled by someone at Extended Stay and we did not stay at the hotel.
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