flont staff

flont staff

There was an issue between Expedia and the property as per whether the room we booked was really available. As we arrived and tried to check-in, they said they alrrady rejected expedia's booking, refunded our card, and in-effect cancelled our reservation. Meanwhile we had nothing but 2 seperate (email and SMS) expedia booking confirmations. Nithing from the property at all. As we chalenged then first they said don't have that specific room available, so tried upselling to a bigger/ better. We said only if its complimentary, as is usually the norm in such cases. They kept trying number of upsell options until we made it crystal clear that we are only paying what we've already paid for on expedia... Through out the ordeal the front office manager who was around entire time REFUSED to talk to us. Only at the very end when we demanded and explanation she came over. In the end the room we booked all of suden became available and with almost an hour of delay we were checked in. Having a 20 month old infant with us, it was unacceptable for 5* property to treat a guest this way. We felt as we were inferior guests during the check-in.

There was an issue between Expedia and the property as per whether the room we booked was really available. As we arrived and tried to check-in, they said they alrrady rejected expedia's booking, refunded our card, and in-effect cancelled our reservation. Meanwhile we had nothing but 2 seperate (email and SMS) expedia booking confirmations. Nithing from the property at all. As we chalenged then first they said don't have that specific room available, so tried upselling to a bigger/ better. We said only if its complimentary, as is usually the norm in such cases. They kept trying number of upsell options until we made it crystal clear that we are only paying what we've already paid for on expedia... Through out the ordeal the front office manager who was around entire time REFUSED to talk to us. Only at the very end when we demanded and explanation she came over. In the end the room we booked all of suden became available and with almost an hour of delay we were checked in. Having a 20 month old infant with us, it was unacceptable for 5* property to treat a guest this way. We felt as we were inferior guests during the check-in.