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  • The other night my girlfriend and I booked this hotel using IHG points, we have stayed here before, this being our third stay. It's a smaller staffed minimal amenity hotel so you get to know the staff. When checking in there were two staff at the front, one being Rudy (whom we have had several petty problems with)... We were fortunate to get the other lady who checked us in w/o incident. The night was 100% comped by IHG on points and the hotel just needed $50 hold on card for incidentals. The card we used was a Wells Fargo instant issue debit card (no printed name) but we had ID obviously. About an hour after we check in we receive a call from the front and were told "the name on the card didn't populate in the computer" and to please bring the card and our IDs to the front (instantly I knew Rudy was behind this). We go down to the front as requested to speak with lady who checked us in, Rudy cuts her off and says she has to swipe our card again. We explained that they already slid the card and authorized $50, we weren't going to be charged twice. If the name didn't populate before, there is no reason to believe it would at this point! Rudy wasn't being logical and sliding the card again wouldn't help so we requested a manager, Rudy got the GM. I began explaining the situation to the GM and Rudy literally cut the GM off from responding 3 separate times! The GM had no problem at all with the situation and at one point even said "if you can get cash off the card we..." Rudy cut off the GM and said "we don't take cash deposits". At this point I'm pretty heated, the room is FREE (basically) and they already have a $50 deposit, I requested the manager for help who is being trampled (like I am) by Rudy who won't let us speak. I have had other petty problems like this with her and I won't be bullied around so I ask for the actual Credit/Debit card policy for the hotel in writing, IT DOESN'T EXIST!!! After asking for the policy Rudy literally says "you now have to leave" and effectively kicks us out of the hotel! Being Spire Elite IHG did take care of us and booked us into better hotel, but I've never ever seen someone so rude, so petty and so disinterested in service in any hotel chain ever!
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