Poor Customer Service Four Seasons Hotel Denver Do Not Prebook You Will Find No Consideration Unknown Circumstances
Early September 2012 just my husband and myself planned to spend Christmas Eve night in Denver and take in the The Nutcracker Ballet at the Denver Center For The Performing Arts. I had hoped to enjoy the Christmas lights and the very short walk back to the hotel. A perfect Christmas experience. I advanced purchased the deluxe corner room with one king bed. The savings by early booking was 20% off the room rate of $300 totaling $344 with taxes. Some two weeks after making our reservation our family member of 20 years, our cat, became severly ill and nearly died. The Colorado Vet Hospital has stabalized his condition now but he has to be given daily blood pressure medication. My husband called the Four Season Hotel and asked to speak with the manager about three weeks ago. We explained what had happened with our cat, and yes we were aware of the pet policy only taking dogs under 40lbs and no cats. We asked under the unusual circumstances which we had no control, would they allow us to bring our cat for the one night and we did not mind paying a cleaning fee. I have no problem with any hotel stating what type of animals they will take or will not take. This is their right. The desk person at the Denver hotel to took our call, said the manager was not available, this was a Saturday morning, but that she would have some call us back. No one from Four Seasons at any location ever returned our call, period. I finally gave up last week trying to get a response, so I went to the Four Seasons site from their Denver website and filled out their online Contact Us form and filled in I was calling about an exisiting reservation and what had happened with our cat and would the hotel be willing to work with us in some manner so that we could keep the reservation. That was three days ago. I left my email and home telephone number. Again, this hotel and/or their customer service cannot even take the time to respond. I have heard nothing back from them, period. This morning, out of desperation to get some type of answer, we called the Denver Four Seasons again directly, at which time, we were on hold for 10 minutes trying to speak with a human being. When we were able to speak with a representative, we explained what has transpired since we made the reservation. She appologised that no one from Four Seasons had ever contacted us but their policy is dogs only no cats but she could have someone call us back. They do not refund any prepayments, so if I want to cancel the reservation, that would be fine but the charge of $344 will remain whether we keep the room or cancel it. So we kept the room and immediately called the Marriott where we also have a beautiful room and where we also decided to even come a day earlier and stay a day longer. So now I have two hotels for the day of Christmas Eve. I will use the Denver Four Season to sit in their Jacuzzi and hot tub and I will eat, drink and spend those extra dollars for a special Christmas meal at the equally beautiful Marriott. I see the TripAdvisor Deal is the same one at thier site. Reservations must be made at least 30 days prior to arrival. Full prepayment is due at the time of booking. Prepayment is non-refundable if reservation is cancelled. Please see website for more details. Just wait and book at the last minute.