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Deveshree D
Worst experience
Keystone Resort的点评
点评：This has been one of the most appalling and unethical customer service experiences I have ever encountered.
We were forced to cancel a non-refundable reservation due to the sudden death of an immediate family member. Despite explaining the situation, the hotel showed absolutely no compassion — hiding behind rigid policy with zero willingness to offer even a partial solution. The only option given was a conditional refund if the room resold, which was already questionable and lacked any transparency.
What followed was even worse. I was specifically asked to call back after the checkout date to revisit the request. I did so multiple times and left several messages, yet no one had the basic courtesy to return my call for over a week. That alone speaks volumes about their professionalism or the lack thereof.
When I finally did get a response, the manager, Gloria, claimed that the room had been sold. However, I have clear evidence showing that there was no availability of that room type during that period — directly contradicting what I was told. Whether this was misinformation or a deliberate attempt to dismiss the request, it is deeply concerning.
At this point, this is no longer just about a strict policy — it is about a complete lack of integrity, accountability, and basic human decency. Handling a situation involving a death in the family with this level of indifference and disregard is unacceptable.
If you are looking for a business that values honesty, empathy, and ethical conduct, this is not it. This experience made it very clear that this business only care about profit even if it means it’s at the cost of someone else’s misfortune. Making money is priority over people and basic humanity even in moments of genuine grief.
Proceed with caution.
We were forced to cancel a non-refundable reservation due to the sudden death of an immediate family member. Despite explaining the situation, the hotel showed absolutely no compassion — hiding behind rigid policy with zero willingness to offer even a partial solution. The only option given was a conditional refund if the room resold, which was already questionable and lacked any transparency.
What followed was even worse. I was specifically asked to call back after the checkout date to revisit the request. I did so multiple times and left several messages, yet no one had the basic courtesy to return my call for over a week. That alone speaks volumes about their professionalism or the lack thereof.
When I finally did get a response, the manager, Gloria, claimed that the room had been sold. However, I have clear evidence showing that there was no availability of that room type during that period — directly contradicting what I was told. Whether this was misinformation or a deliberate attempt to dismiss the request, it is deeply concerning.
At this point, this is no longer just about a strict policy — it is about a complete lack of integrity, accountability, and basic human decency. Handling a situation involving a death in the family with this level of indifference and disregard is unacceptable.
If you are looking for a business that values honesty, empathy, and ethical conduct, this is not it. This experience made it very clear that this business only care about profit even if it means it’s at the cost of someone else’s misfortune. Making money is priority over people and basic humanity even in moments of genuine grief.
Proceed with caution.
翻译：这绝对是我经历过的最糟糕、最不道德的客户服务之一。
由于一位直系亲属突然去世，我们被迫取消了不可退款的预订。尽管我们解释了情况，酒店却丝毫没有表现出同情心——他们固执地奉行政策，完全不愿意提供任何解决方案。他们给出的唯一方案是，如果房间能重新售出，就可以有条件地退款，但这本身就令人质疑，而且毫无透明度可言。
接下来的事情更加糟糕。他们特意要求我在退房日期之后再打电话重新提出退款申请。我多次拨打电话并留言，但一周多的时间里，竟然没有人回复我的电话。这本身就足以说明他们的专业水平有多么糟糕。
当我最终联系上他们时，经理格洛丽亚声称房间已经售出。然而，我有确凿的证据证明，在那段时间里，那种房型根本没有空房——这与他们之前告诉我的说法完全矛盾。无论这是虚假信息还是故意回避请求，都令人深感担忧。
此时此刻，这已不再仅仅是严格的政策问题，而是关乎诚信、责任感和基本人性的彻底缺失。如此冷漠无情地处理家庭成员的离世，令人无法接受。
如果您正在寻找一家重视诚信、同理心和道德操守的企业，那么这家公司绝非您的选择。这次经历清楚地表明，这家公司只关心利润，即便这意味着以他人的不幸为代价也在所不惜。在真正悲痛的时刻，赚钱对他们而言高于一切，甚至凌驾于人性和基本人性之上。
请谨慎行事。
由于一位直系亲属突然去世，我们被迫取消了不可退款的预订。尽管我们解释了情况，酒店却丝毫没有表现出同情心——他们固执地奉行政策，完全不愿意提供任何解决方案。他们给出的唯一方案是，如果房间能重新售出，就可以有条件地退款，但这本身就令人质疑，而且毫无透明度可言。
接下来的事情更加糟糕。他们特意要求我在退房日期之后再打电话重新提出退款申请。我多次拨打电话并留言，但一周多的时间里，竟然没有人回复我的电话。这本身就足以说明他们的专业水平有多么糟糕。
当我最终联系上他们时，经理格洛丽亚声称房间已经售出。然而，我有确凿的证据证明，在那段时间里，那种房型根本没有空房——这与他们之前告诉我的说法完全矛盾。无论这是虚假信息还是故意回避请求，都令人深感担忧。
此时此刻，这已不再仅仅是严格的政策问题，而是关乎诚信、责任感和基本人性的彻底缺失。如此冷漠无情地处理家庭成员的离世，令人无法接受。
如果您正在寻找一家重视诚信、同理心和道德操守的企业，那么这家公司绝非您的选择。这次经历清楚地表明，这家公司只关心利润，即便这意味着以他人的不幸为代价也在所不惜。在真正悲痛的时刻，赚钱对他们而言高于一切，甚至凌驾于人性和基本人性之上。
请谨慎行事。
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