6/10 Good
16 December 2024
Terrible Customer Service and Billing issues
This hotel is elegant and impeccably clean, but the customer service is abysmal. Upon arrival, I was under the impression that the incidental deposit for one night was $50 USD. I had already paid for my stay in full before checking in. However, the front desk staff seemed completely unprepared. They charged my card three times: once for $142 and twice for $72.
When I noticed these charges, I immediately contacted the front desk. The same staff member was unable to explain what happened and transferred me to the reservations line. The reservations team then informed me I needed to speak with the hotel’s front desk manager. When the manager finally addressed the issue, he was equally unhelpful and could not clarify why my card had been overcharged multiple times.
I left frustrated and uncertain if the unauthorized charges would be refunded. While the hotel itself is lovely, the disorganized billing and lack of accountability from the staff make it impossible for me to recommend. I won’t be returning.
Adriana
Adriana, 1-night family trip
Verified Hotels.com guest review
