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  • Worst customer service ever. I had made my reservation back in Oct 2016 and I was charged a percentage of my stay (212.76). That is fine. A couple days ago I changed the reservation to someone else's name and their credit card. The hotel confirmed with me that I was owed a reimbursement from the 2016 charged and the new reservation holder would get the charged. Instead I get charged a 2nd time for the exact same thing (for a total of 425.52). So now I have been charged 2x for the same thing, even though I am not even going anymore. I was talking to reservations and they confirmed that I am owed reimbursement for both charges, so I asked them for that promise in email, as proof. Suddenly, the reservations woman is back tracking saying that she actually cannot confirm that I will receive my reimbursement because billing is closed. She then tells me that I need to call back later today, to speak to billing to actually confirm my reimbursement. The call had already taken about 30 min and she is now telling me that I have to take time out of my work day to make another 30 min call. So I ask to speak to a manager, Linda, who was still unhelpful because all she did was send an email to the hotel saying that they owe me a reimbursement and then sent an email to me with my case file # and told me that if I don't see my reimbursement in 5-6 business days, to call back with that case #. This whole situation is ridiculous. Even though I can get them to verbally agree that they owe me 425.52, they won't send it over in email. They are putting the responsibility on me to make sure they stay honest. And I caught their reservations department making promises they cannot keep. Can't speak for anything else about the hotel but you bet I will never give this place the chance.
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