Offensive Customer Service
Although the hotel was clean and comfortable, we will never return because of our customer service experience. Our party of seven consisted of a 93 year old, two other seniors, two moms and 2 children. We had booked three suites and requested that they be on the same floor. When we arrived following a harrowing 12 hour journey, 3 hours of which was spent outside in the Texas summer heat with a flat tire, our reservation did not match the rooms assigned to us. The front desk agent was curt, unsympathetic,and unaccomodating. Although the hotel parking lot suggested that the hotel was not nearly full (we arrived on Sunday July 1st), we were told there was no note about our request for the same floor and they couldn't do that for us. The desk agent was insistent on charging us $10 more per room to change to the suite which is what we had reserved in the first place. When we suggested that charging us seemed petty and a poor example of customer service, she stated and restated that she had to charge us. Furthermore, she insisted that each of the seniors pay for the respective rooms because we had been given a senior rate. When we booked through the 800 line, we were not told the seniors had to be the ones paying for the rooms, only that there had to be a senior in each room for the rate, so this created an akward situation at check in. It seemed she took every opportunity to make our stay more difficult than it had to be rather than seek to make us happy customers. We travel often and this stands out as one of the worst customer service experiences we've had.