Booked a 1bdrm suite for 2nts for my bfs bday.
Only 1 agent so there was a long line each time I came. The kiosks werent helpful. Room wasn’t ready @4, or when I returned @435 but it was being rushed. It was ready the 3rd time I came @630 once we returned after eating. The agent agreed to waive 1nt of resort fees & gave us a free 12PM late check out because we waited so long.
I verified with someone that I should get a refund after our 2nd night ended. She confirmed when booking me ANOTHER night that the charge would fall off. At this time I was satisfied w/ the stay, the initial issues had been made up for, or so I thought, and there were only minor issues in the room (old trash and bdrm tv out).
10 days later, no $.
I called the hotel, spoke to the front desk manager. After explaining this all to him he tells me the cpu shows my room was ready, keys were made & I was called all at 445?!
I never received a call or VM.
Not even the email, that I requested on the kiosk, telling me my room was clean.
I was constantly checking 430-630, even spam.
He claimed there was nothing that could be done at this point because there weren’t notes made about the resort fee. Didn’t matter if the young lady recalled telling me all this or not (I felt she would).
I feel the young lady forgot to call me at 445. When I returned at 630 her face lit up, I figured she just recognized my face from earlier. Now I believe it was because she remembered she NEVER called me. Which is why she agreed to the FREE late check AND waiving the resort fee.
NONE of this mattered to the manager tho.
He was adamant that I was notified at 445 and returned to check in at 630 just by choice, something they wouldn’t waive resort fee for.
I had already planned to spend the money so it’s not about that. I just really don’t appreciate being told by TWO people I’d get a refund, when obviously it hadn’t even been initiated. Then the manager being absolutely no help, just repeated off procedure as if mistakes don’t happen. Especially knowing they were busy w/ ONE agent. Annoyed but not surprised she forgot but I did MY part by verifying with the second agent that the charge would fall off.