I was so emberessed!
I recently stayed here. I was promised a whirlpool upgrade. The lady even switched my room 3 weeks in advance to guarantee my room of choice. I was spending a weekend in Boston to celebrate my Boyfriends Birthday. We brought everything we would need to fully enjoy a whirlpool,salts,bubbles and lotions.
We arrived to find out that my room was given away. They gave away a platinum members room. The women Sarah who was on duty explained that she would make sure we got our room of choice the following morning.
The following morning I called the front desk and spoke to Steven. Who had no idea what I was talking about. Questioned me on what I paid for in points. I was very upset to say the least. I asked for tooth paste, he said I would have to come down to retrieve it. Apparently they don't have room service for items such as tooth paste.
He looked into it and told me he didn't understand why Sarah promised me an upgrade when all the rooms even the junior suites were booked.
He offered to give me a King room after I described my displeasure of the Queen room. The room I had the first night was disgusting, I felt like I was in a hospital room. To say it was small.. would be an understatement.
Steven eventually came around and tried his best to rectify the situation. He called his manager who offer 5k points..... I paid 50K for a promise that wasn't kept.
Later that evening after returning from a full day of Boston, i ran into Eugene. Shes a lovely lady. She said that she was the woman who switched my room to grantee the whirlpool, when I explain the situation, she was down right shocked. She pulled up the log and showed me that I was indeed placed in a whirlpool suite, but for some reason I was changed. The initials was SA. I asked if that was Sarah. She said she didn't want to throw anyone under the bus but Yes, I guessed correctly.
So the woman who acted shock on my arrival date was the same woman who switched my room and gave it away. You can imagine how upset I was, knowing I had been lied to.
Eugene promised to return all of my points after she spoke to her manager Monday morning and explained the situation. She said it was a mistake on their part and that they never take rooms away from platinum members.
I received a call Monday afternoon,Eugene told me that within a few day I would have my points back in my account.I am still waiting...
The only bright spot of that Hotel was her. She made me feel much better. That night I went out to dinner and celebrated his Birthday over Lobsters!
Steven was young and confused and came off a little rude at first but quickly reign himself in and was extremely apologetic.
I have no nice words for Sarah. I'm still embarrassed that I believed her sincere apology and complete innocence over my misfortune.