3/5 Jackson B. 5 months ago on Google
The
general
staff
at
this
hotel
was
amazing.
The
hotel
itself
is
simply
beautiful
with
class
and
classic
architecture
with
very
nice
amenities
especially
great
food!
So
here’s
the
bad
part:
Management
were
so
inflexible,
shortsighted,
and
deficient
of
basic
customer
service
skills.
Due
to
sudden
severe
storms,
our
flight
was
changed
to
to
the
following
day.
We
immediately
contacted
the
hotel!
We
were
told
by
the
hotel
that
Expedia
had
to
make
the
adjustment
on
their
end.
However,
Expedia
could
not
adjust
the
hotel
reservation
due
to
how
close
the
reservation
was
and
so
they
contacted
the
hotel
directly.
The
hotel
denied
the
adjustment
request.
I
booked
two
rooms
that
were
not
going
to
be
occupied
that
included
breakfasts
that
would
not
be
eaten.
During
check
out,
I
revisited
the
issue
with
them
and
at
that
point
they
told
me
that
because
Expedia
didn’t
“email”
them,
nothing
could
be
done.
We
showed
them
the
chat
thread
with
Expedia
and
because
we
were
bordering
begging,
we
gave
up
on
the
back
and
forth.
Also,
an
email!?!
We’re
right
in
front
of
you
with
documentation
from
Expedia
of
all
our
efforts.
So
what
purpose
does
an
email
serve?
You
can’t
make
up
stipulations
as
you
go
to
suit
your
narrative.
And
when
Expedia
contacted
you,
why
not
tell
them
to
send
an
email?
It’s
the
lying
that
really
took
us
over
the
edge.
I
have
to
say,
the
fact
that
they
were
okay
with
me
leaving
their
hotel
unhappy
and
annoyed
was
so
disappointing.
No
one
was
asking
for
a
full
credit
but
some
adjustment,
even
if
it
was
a
percentage
of
the
value
lost
would
have
demonstrated
optimal
customer
service
and
a
dedication
to
guest
satisfaction.
There
were
so
many
opportunities
to
meet
us
in
the
middle,
they
could
have
comp
a
few
things,
although
it
wouldn’t
be
the
total
cost
of
the
rooms,
it
would
have
been
an
appreciated
gesture.
The
inability
to
problem
solve
with
some
creativity
is
so
evident.
Additional
issues:
1.
Refusing
to
work
with
me
to
have
a
piece
of
cake
ready
for
my
wife’s
birthday
2.
Shower
that
doesn’t
drain
3.
Leaky
ceiling
4.
Mold
infestation,
that
was
simply
painted
over
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