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| - Worst customer service I have ever experienced at a hotel. I booked my room thru Expedia, and chose the pay at the resort option, my rate was for $59 +resort fee and tax, but when I checked in the guy working handed me my paperwork and I noticed it said my total was $157.07. I asked what that was for and he said the rate for the night was $110 +resort fee and tax, there was nothing he could do to change it even after showing him my email confirmation from Expedia. He said I would need to call Expedia, and have them call the hotel and tell them to change the rate.
Now, as far as this point, I wasn't sure who was to fault for the wrong price, but based on the rest of my experience w the front desk employees (both of them that I dealt with) I believe they wanted nothing to do with me because I booked thru Expedia?
So I call Expedia and wait on hold for 25min before I can get an agent, I explain the situation and they put me on hold while they call the Oasis to get the rate accurate. The person they reached put them on hold and said they were busy, so after the Expedia rep held for over 15min, I was disconnected with Expedia. I was off property at the moment, but close enough I figured I could walk over and see what was going on. It was now a different person, Andrea working front desk. So I kindly update her on the situation and she told me she knew but was too overwhelmed to talk to Expedia so she put them on hold. Mind you, there wasn't one person in the office at this time, so I don't know what she was overwhelmed with. I told her I was callin Expedia again, so asked her if she could take the phone call when they call again. I then called Expedia while walking to dinner and waited another 25min to reach an agent, that agent tried calling the Oasis over 10 times and couldn't get anyone to answer. I again was close enough to property, so I left dinner w my friends and walked over to the office while staying on the phone with Expedia. She was checking in one guest, who happened to be my aunt because my family had 5 rooms booked there that night and knew what was going on so she told Andrea to go ahead and take the call from Expedia and get my rate situated. After her telling me she was so busy with customers and "couldn't focus", she told me she wouldn't take the call from Expedia until I sat down in the waiting chairs. She was very unprofessional, and clearly cannot handle her job of checking people in (paying customers) and taking phone calls. I was kind and pleasant until I had to walk back to that office this last time, I basically told her I was not leaving until she took the call. She seemed like she had no care to help me get this handled. Like it wasn't her problem and I'm sure she hoped it would just get handled by someone else. After she got my rate accurate in her system, over 3 hours after I checked in, she handed me papers to sign. I then politely just tried to tell her I thought she could've handled it better,and that I am a paying customer there too. She then said, I did what you wanted now get out of my office.
I also had seen the first guy that checked me in be rude and unhelpful to to customers. One who asked for him to call a cab, and he told him it would be faster if he could walk to another hotel and stand in taxi line, the customer then said he was in no hurry and would rather not walk so could he please call one. The front desk guy then said, they don't usually show up so it wouldnt do any good to call one. I saw another lady leave frustrated because something was taking too long, I don't know what it was, but she clearly wasn't being helped either.
Another thing.... they rarely rarely answer the phone. There are no phones in the rooms at all that would normally let you contact a front desk, but here you have to use your own cell phone and call the main number. I tried calling in the morning for a late check out, tried calling 8 times and couldn't get an answer. And since I've been home from there, I wanted to get a bill emailed to me so I've called 2 nights in a row to request that and u can't get anyone to answer the phone. And as far as this moment, my credit card is showing a pending charge of $207.07 (my total should've been $88) from the hotel. So if after all of this mess that night it's still not fixed, i will really have a problem!
As far as the rooms, they are clean, comfortable and decorated cute and modern. If you're looking for customer service this place has a lot of work to do. Even the maids the next morning weren't courteous to simply smile and say hello.
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