Worst booking experience of my life.
Worst booking experience of my life. I booked a room at the hotel directly through their website. You can imagine my surprise when I received an email the day before my arrival saying that my reservation had been cancelled without any explanation. After making some inquiries, I learned that the manager Shantia Romine made this decision because there was a temporary issue with my card. She tried to call me once, then she didn't think to send me an email, she didn't think to send me a WhatsApp message—apparently that's a technology she's not familiar with. She immediately cancelled my reservation just like that, without trying to contact me further. When I called the hotel, I couldn't speak to anyone because when I pressed numbers to reach someone, it didn't work. So I was stuck with the automated system. When they finally emailed me because I asked the help of the team of the event I'm going to, I was able to discuss with Shantia Romine, who insisted that I fill out a form that asks for exactly the same information they already had on me. When I saw that they wanted me to do the work to fix their mistake, I told them we would keep the cancellation and that I would go elsewhere. Then finally I realized that they had still managed to charge my card even though I hadn't filled out that form, which was therefore obviously useless. I have booked hundreds of hotels in my life and this is the first time a hotel has unilaterally cancelled my reservation like this. Really extremely poor service, I am very unhappy. 100% optimisation for their convenience, 0% optimisation for customer experience. So I went to the Hyatt hotel nearby instead.
By Olivier