4/10 Fair
Feb 16, 2025
Poor customer service
The room was fine, but unfortunately the service was unsatisfactory. When we booked, we contacted the hotel directly to request a late checkout. We were told that it would be no problem and to just let them know the day before. I called the hotel the day before and they said that a late checkout was not possible due to the hotel being overbooked.
After I explained the situation, I was told to contact them on the morning of to see what can be done. I spoke directly to the front desk staff around the 7:45am and got the same response. I asked to speak to a manager and they said he wasn't available until 9am. I went to my meeting and found some time to call the hotel and spoke to a helpful person that was pleasant and told me it would be no problem, they would extend my checkout till 12pm. Relieved, I continued with my meeting and arrived at the hotel at 11:30 am to pick up my belongings only to discover that my room key didn't work. I went to the front desk to speak to the lady who kindly informed me that they had tried to contact me at my room (?) to inform me that my late checkout request had been denied. After much haggling I was finally able to get a working room key so that I could get my belongings and leave. This was a very frustrating and unnecessary customer service experience. Surely, the hotel could've made some sort of exception rather than a put a paying guest through so much difficulty. Unfortunately I will not be staying at this hotel again.
Paul
Paul, 1-night trip
Verified Hotels.com guest review
