This complaint is against billing/information given and also against staff performance.
Prior to making my reservation online, I called the hotel. I told the woman on duty that we were coming to the dog show and asked if the dogs spent the night in the room and did not come into the hotel if there would be a pet fee. I was told that as long as the dogs didn't come in that there wouldn't be a pet fee. She told me it would be cold up there, and I told her the van was equipped for the dogs as long as it didn't get much below freezing or unless it was too hot, in which case, we'd have to bring the dogs inside.
I told her a friend would be arriving prior to me and was told that would be okay if I sent in a credit card authorization.
When my friend arrived, she was charged a pet fee before she was allowed to check in and was told that they charged the fee because the dogs were on the property even if they were not brought into the room. She was also told that the manager had told them it was a NC law that the dogs could not be left in the vehicle.
My friend paid the pet fee so she could check in, but if it had not been too late to cancel, we'd have goe to the La Quinta where pets are allowed at no additional charge.
Since she paid the pet fee, she did bring in one of the small dogs.
I called the hotel last Monday to speak to the manager on 11/22/10 about the pet fee and the lie I was told about not being charged a pet fee prior to booking the room. She had to call me back. When she called me back, she told me that the only way a pet fee wasn't charged would be if we had booked under a group rate. She also called me a liar, telling me that she doubted if anyone had told me they wouldn't charge a pet fee if the dogs stayed in the van. She also lied to me and told me it was a state law that the dogs could not stay in a cool van.
I called last Monday on 11/22/10 to file a complaint against the hotel and was told the hotel was required to get back to me within 3 days and was supposed to satisfy the customer. It's been a week, and I have yet to hear one word from the hotel.
Not only was I lied to about not being charged a pet fee by the hotel prior to making my reservation, the manager calling me a liar, and the manager then lying about the state law, after I filed my complaint, the dishonest staff at this hotel retailiated against me by cheating me out of almost 800 points.
The total has been corrected by customer service today, but after my complaint was filed last Monday, the dishonest people at this hotel attempted to cheat me out of almost 800 points by posting only about 1400 points, knowing my total was over $200 before tax.
Customer Service said from what they could tell, the hotel said that they sent me a letter on 11/22/10. It’s 11/29/10, and I have yet to receive it. I insisted Customer Service modify my original complaint to include the fact that this dishonest hotel staff and manager cheated me out of almost 800 points after I filed the complaint. The customer service representative stated that she would modify the complaint, after I insisted about 5 times. She said the original complaint was between me and the hotel…so apparently, they obviously do not have to satisfy the customer after all. Dishonesty to get a guest there after cancellation time is obviously not a problem. I told the representative I would be calling the CEO’s office, which I have done. Time will tell if they get back to me and if they are willing to take care of the problem., but I’m not holding my breath.