The absolute worst and dishonest customer service experience - 威尔克斯-巴里竞技场Residence Inn 酒店 (威尔克斯-巴里) - Residence Inn Wilkes-Barre Arena - 22条旅客点评与比价

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The absolute worst and dishonest customer service experience

威尔克斯-巴里竞技场Residence Inn 酒店的点评

2024年02月12日发布于: 海外

点评：I have stayed at this property before without incident and on 1/28 I made a reservation for 2/2. (I am a Gold Elite member of over 20 years as well as an executive platinum member.) I received my resy confirmation as well as a mobile check in prior to arrival. On 2/2, I checked the app for address confirmation to see that my reservation was not there. I called the hotel and was told that the hotel cancelled my reservation bc it is their policy to not accept reservations of guests who live within 25 miles of the hotel. I stay at a Marriott nearly every week & have stayed at this property before and have never encountered this. I received an email from Brianna (at Residence Inn) THAT day noting they were cancelling my room. Frustrated, I reached out to Marriott customer care and received an email back that someone from the hotel would reach out to me with 2-3 days. I heard nothing back and contacted them again on day 4. I then received an email back from the hotel GM Tamika B. saying "that they tried to reach me PRIOR to my arrival and offered to find me alternative accommodations" - I forwarded her the original email that said nothing for the sort. It is disappointing that the hotel has lied to me on several occasions even when I present emails to back up my frustration. Additionally, I have never heard of this hotel local policy and based on my status, should not be given this terrible customer service. I received notification that the hotel gave me 5,000 points....anyone familiar with Marriott knows that 5,000 points is a joke. Furthermore, I never asked for anything, just a simple and HONEST explanation.

翻译：我以前曾入住过这家酒店，没有发生任何事故，1/28 我预订了 2/2。（我是拥有 20 多年历史的金牌精英会员，也是行政白金会员。）我在抵达前收到了我的 Resy 确认信息以及手机入住登记表。 2月2日，我检查了应用程序的地址确认，发现我的预订不在那里。我打电话给酒店，被告知酒店取消了我的预订，因为他们的政策是不接受居住在酒店 25 英里范围内的客人的预订。我几乎每周都会入住万豪酒店，以前也住过这家酒店，但从未遇到过这种情况。那天我收到了 Brianna（Residence Inn）发来的一封电子邮件，指出他们要取消我的房间。沮丧之余，我联系了万豪客户服务中心，收到了一封回复电子邮件，表示酒店的工作人员会在 2-3 天内与我联系。我没有收到任何回复，并在第四天再次联系了他们。然后我收到了酒店总经理 Tamika B. 发来的一封电子邮件，内容是“他们试图在我抵达之前联系我，并提出为我寻找替代住宿” - 我转发了她原始电子邮件没有提及任何内容。令人失望的是，即使我出示电子邮件来支持我的挫败感，酒店也多次对我撒谎。此外，我从未听说过这家酒店的当地政策，根据我的身份，不应该提供这种糟糕的客户服务。我收到通知说酒店给了我5000积分……熟悉万豪的人都知道5000积分就是个笑话。此外，我从未要求任何东西，只是一个简单而诚实的解释。

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