|
|
 No room at the Embassy Suites San Antonio
Posted Wed September 26, 2007 10:19 am, by Rebecca E. written to Embassy Suites Hotels
Write a Letter to this Company
My family and my sister-in-law's family had reservations at your San Antonio NW I-10 location last weekend. My sister-in-law's family arrived a day earlier, but we didn't arrive until Saturday the 22nd, at around 8:00 pm. After a long day as Sea World, we arrived tried to check in. That's when the trouble started.
It turns out that when my sister-in-law called the week before to change one of the rooms from two nights to one night, the person she spoke with cancelled the entire second room and added my family as "guests" in her room. That meant we had one room for six people. The manager and desk attandant worked for several minutes to find out who did it, but didn't appear to have any interest in figuring out how to fix the problem.
The manager (I didn't get her name, but she was a middle-aged woman with long, wavy brown hair), apparently lost interest because she disappeared and, when we asked to speak to her a bit later, was on a phone call that couldn't be interrupted. We never saw her again.
The attendant continued to stare at the computer screen, and finally realized that SHE had cancelled the original reservation, but didn't know why we ended up in my sister-in-law's room instead of having a new reservation set up. We finally asked her how we can fix the problem, and it turned out they only had smoking rooms available, and she wasn't authorized to give us any sort of discount on a smoking room. This is when we asked to speak to the manager, but she had disappeared. We would have stayed in a smoking room, but didn't feel like we should have to pay full price for it since it was the hotel's (and apparently this particular employee's) mistake.
After 20+ minutes of the front desk attendant staring at the computer screen and muttering about who made the mistake and why it was changed, it was apparent that the manager was not concerend about our situation, so we left and stayed at the Marriott down the street. They are 100% nonsmoking and very accomodating, so we will be staying there on our future trips to San Antonio.
I know that people make mistakes, and it was unlucky that there were only smoking rooms left. While it was unfortunate, that is not why we took our business elsewhere. We will stay at the Marriott in the future because of they way your staff handled the situation. Instead of trying to make the best of a bad situation, the desk worker spent the entire 20-30 minutes we were standing there trying to place blame, and the manager ran off at the first sign of trouble.
 Reply
| Log In/Create an account | 2 comments |
|
|
| PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately. |
|
|
SHARED LETTERS 
del.icio.us
Digg this
