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Kathleen A
Rude and misleading customer service
Seminole Hard Rock Hotel & Casino Hollywood的点评
点评：My husband and I attended a concert on Friday, May 1st, and traveled from out of town for the event. Before deciding on parking, we specifically asked the valet attendant to confirm the cost. We were clearly told it would be $15, and we confirmed this price three separate times to avoid any misunderstanding.However, when the concert ended and we returned to retrieve our vehicle, we were informed the valet fee was actually $50. This was both surprising and unacceptable. We immediately asked to speak with the manager, Sergio, whose behavior toward us and other customers was extremely unprofessional. He repeatedly interrupted, spoke over us, and refused to allow a proper conversation. Additionally, the cashier (African American with Afro hair) assisting him was equally discourteous. Sergio insisted that the valet price had not been $15 at any point in the past 10 years. This directly contradicts what we were told multiple times before handing over our vehicle. Furthermore, the ticket provided at drop-off did not clearly state a $50 fee, and your website reflects different pricing as well. These inconsistencies are deeply concerning. This situation gives the strong impression that customers are being misled about valet pricing upfront, only to be charged a significantly higher amount upon pickup, when they have little choice but to pay. It raises serious questions about transparency and business practices. Overall, this experience was extremely disappointing. Between the misleading information and the rude, dismissive behavior of your staff, this reflects poorly on your establishment. We expect a clear explanation from Lisa, Sergio’s boss (valet manager) and the hard rock for this discrepancy and appropriate action to address both the pricing inconsistency and the conduct of your employees.
翻译：我和丈夫于5月1日星期五去听了一场音乐会，我们特地从外地赶来。在决定停车之前，我们特意向代客泊车员确认了费用。他们明确告诉我们是15美元，为了避免任何误解，我们又确认了三次。然而，音乐会结束后，我们回去取车时，却被告知代客泊车费实际上是50美元。这让我们既惊讶又无法接受。我们立即要求见经理塞尔吉奥，但他对待我们和其他顾客的态度极其不专业。他不断打断我们，抢着说话，根本不给我们好好沟通的机会。此外，协助他的收银员（一位留着爆炸头的非裔美国人）也同样无礼。塞尔吉奥坚称，过去十年里代客泊车费从未是15美元。这与我们交车前多次被告知的价格完全矛盾。此外，您提供的停车票上并未明确标明50美元的费用，而您网站上的价格也与此不符。这些不一致之处令人深感担忧。这种情况让人强烈感觉，您事先对代客泊车的价格有所误导，却在取车时被收取更高的费用，而顾客几乎别无选择，只能接受。这引发了人们对您透明度和商业行为的严重质疑。总而言之，这次体验极其令人失望。误导性的信息以及您员工粗鲁无礼的态度，都严重损害了贵店的声誉。我们要求Lisa、Sergio的上司（代客泊车经理）以及贵店负责人对此差异做出明确解释，并采取适当措施解决价格不一致和员工不当行为的问题。
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