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| - DISHONEST STAFF & TWO SEPARATE BUNGLED HOTEL EXPERIENCES
This was our second visit here as the staff bungled the first visit in July so horribly bad that we were offered to come back and stay again. Actually that's not really correct either as when we first stayed there we checked out after only being there for 2 1/2 hours and had paid and not been reimbursed. No call back from management. They sent an e-mail bot "how was your stay?" only THEN a manager calls. I told him (Robert) my wife wouldn't be interested in returning. He pleaded and said that he would personally assure a wonderful experience.
When I called to book, Robert did not return 3 calls that I had made requesting the room. Yes 3 calls. I then called the front desk asked the gal to book a room with the voucher tells me she has a room with two beds. I said that doesn't work for my wife and I. She then tells me one king is available but for like $35.00 more. So yes there was one available, they just want to extort some extra $. So I'm thinking, "This place screwed up badly, begged us to come back and then wants to nickel and dime me for a king bed,"
On that note, integrity is very important to me and this hotel has a dishonest staff. If one thing happens, well meh. 2 things happen its alarming. 3 and 4 things happen, well, I'm pissed off. The pool bartender was nice. I was given 3 rounds of drinks while seated there and he only charged for 1. Yea, I hear folks screaming, "What are you complaining about?" Well, it's dishonest and it's stealing. I don't like thieves and didn't ask for free drinks nor did I expect them. I never walk in to Macy's to buy a shirt and expect the clerk to give me a tie and belt for free do I?
This experience really sucks because I really really wanted to like this place as I have a liking to mid-century kitschy cool design and this place fits that bill. Rooms are retro-eclectic and nice. I hurt my back prior to coming here and was rather annoyed that no one told us that there were no elevators so I had to lug luggage up stairs which irritated me. I understand it's an older building but staff should have said something prior. It is a LONG HAUL from your room to go get ice. I also went to the restaurant to ask for a spoon as my wife had some Ben & Jerrys and the server was rude. Otherwise we checked out without incidence - I thought.
My wife comes to me a couple days later and asks me what the $50.00 charge was. So I call the hotel to inquire Kristen told me I was charged for a bottle of Belvedere Vodka. I assured her that we did not drink it. She said it would be refunded. I told her I was disturbed that I was charged for this without asking and asked why and she said, "Well obviously...somebody as in our minibar department went into your room or it was just a mistaken room number ...or anything could have happened. But we'll get it sorted out for you." I said, "OK Please do" and guessed that was the end of it. I also wasn't very satisfied with the "anything could have happened" explanation.
To me this is quite sneaky to charge a customer's credit card in this fashion without consent and explanation. It's not like they don't have my e-mail and/or phone number to inform me of the charge. That's dishonest. My guess would also be an integrity issue again with the Hotel Valley Ho staff for missing liquor.
I was never reimbursed. I call back AGAIN 3 weeks later and Brian said that he would take my name and number and call me back with information. The same Brian called me back a half hour later and abruptly asked, "What was the issue?" and in a somewhat curt tone. I explained the situation again and told him the charges were supposed to be reversed and weren't. He then said in a snarky fashion, "Fine, if you didn't take it home with you then I'll reimburse it to your Visa." At this point I'm really angry as he said it in tone implying that I might be lying about it. Nice way to treat your customers.
Well, guess what? Yea, Brian never reversed the charges. Twice they said they would reverse the charges and didn't; feels really dishonest at this point. It's only $50 bucks but to me it's the principle of the continued dishonesty and then having to spend 20 minutes more on the phone with my bank filing a "charge dispute" was time consuming and once again irritating. I have much better things to do then waste time with the Hotel Valley Ho's bungling.
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