Gastnutzer
15. März 2023
I arrived here from a long road trip for business. On the app, there were 2 room choices. One for $123.00.(a basic room) and one for $158 that was a bigger room (for $158 or $159 )that I selected. I arrived at the hotel and asked why I was charger 190. The male attendant said I had selected to pay more to accumulate points. I said, I don’t want the points so can I get a room without the points because I don’t ever use points and I’m sure I didn’t select that. He said NO, it’s what the deal is. So then I asked how many points was I supposed to get? He said he didn’t know and I could call customer service to find out. I said for him to look at my points, and he will see that I have never used points for any thing and did not need them. He again told me to call customer service. I went to my room, and it was the small, cheaper room. I called the clerk and he said sorry, I don’t have any bigger rooms. My 6’8 fiancé drove to Florence to meet me so I wanted a bigger room and didn’t want to pay more for points and a room that I didn’t want. Anyone who is tall would understand! I called customer service and was told, that I didn’t pay cash(which I knew) and she transferred me to a supervisor. After speaking with him, he basically told me to work it out with the desk clerk. If I wasn’t so tired, I would have driven the 2 hours home not to stay at this hotel! No customer service from the local person or the customer service. I just wanted the regular rate without the promotional points that I never, ever use! So I am charged for a room that I didn’t want abs paying extra for points I will never use! So disappointed with the customer service. And I had just been bragging to my fiancé how great their customer service was and he got to listen how condescending and uncaring they were…live!
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