We were very excited to stay at this hotel. However, when we called, we were told our reservation wasn't visible. We asked how that is, and she said they were full and that it didn't go through. We weren't upset, we found a cheaper hotel room that would cost us less money anyway. Waking up the next morning, after being told they would not pull funds out, of course you can guess what happened. The rude woman on the other line was of course incorrect!
Saturday, 9/3/2017:
After noticing at 9am that the funds were pulled out of our account we contacted out to this hotel, telling them what had happened. All we were told is that there wasn't a manager available, and that they had "a bunch of new staff, who didn't know what the hell they were doing". We left our name and number and asked that we get a call within the next hour. She assured us this would get done.
10:10am -
We called back, upset that still no manager called us to get this straightened out. We got ahold of the same rude employee who sighed when we stated who we were, and handed the phone over to a male manager. He told us that he has started looking into this matter and that he just wanted our patience. We were OK with this, even though their lack of caring caused us to not get tickets to the Saturday day game for the Detroit Tigers, and left us no money to explore the zoo. This was hard for us to accept (we work hard, and the little money were able to save after all our bills has been going towards this trip). The manager assured us he'd call us back, however failed to do so.
4:47pm:
I spoke with a Terrence, who had undoubtedly the worst customer service I've ever experienced. He was very rude, and he had a very condescending personality. He didn't even try to act like he cared. He told me the manager wasn't there, then changed his story after I asked why his manager came in at 10am, stating he was now in a meeting. I of course told him I'd call back.
5:47pm:
I called and upset at this point asked to speak with any manager possible there. He said he's still in the meeting and didn't know what time he'd be out. I requested again that I speak to him right now. That he needs to pass a note to him in the meeting or tell him right now. He said I understand your frustrated but I won't be doing that. I told him I'd call back in an hour, and with a smart smug tone Terrence said "I look forward to hearing from you".
7pm -
I spoke with Tanja. She claimed to be the supervisor at this location, and was very apologetic, and understanding. She wanted us to get this resolved, but couldn't do anything herself she stated. She gave us a phone number to their corporate offices, and told us to call and leave a message, then also left an email address for us to contact them immediately. I told her we'd go this way, and call her back if there were any problems.
9/5/2017 -
1pm - I took my whole lunch break at work trying to contact their corporate office. I've also emailed them on 9/3/2017 with our issues. However, no response. Their phone number goes to an automated answering service, and doesn't get us directly to a person who can give us answers. We will call the hotel again tonight, and record our progress!
After all is said and done, we ended up getting our money back. In order to do so we had to file a BBB complaint. If you want your money back, follow that procedure, and they'll jump immediately through the hoop to resolve it.
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