Made the reservation months ago with no problem. Two email confirmations were sent for the 2 rooms with the one room under my name quoted 127+. We arrived for a Festival (Conference) Saturday morning around 730am till 5pm leaving home at 6am. Afterwards we ate...
Read MoreMade the reservation months ago with no problem. Two email confirmations were sent for the 2 rooms with the one room under my name quoted 127+. We arrived for a Festival (Conference) Saturday morning around 730am till 5pm leaving home at 6am. Afterwards we ate at Luby's and then drove 35 minutes to the hotel, arriving around 740pm to check-in. Once we arrived, we were told that both rooms were canceled. Front desk said that management tried calling numerous times and sent a few emails as well. He stated that my card was declined (it was). When I pulled up my call logs, I had no missed calls from the Austin area. My phone didn't ring because I had music in my ear while photographing the enter event. After showing front desk that I had no missed calls, he responded that it was just by emails because there was no number on file and that a few was sent. I asked him "you said they tried calling and now emails, which one was it?" Then the attitude started and he refused to help.. Everyone knows, when you make a reservation directly with the hotel, they will ask for you phone number and it is put under your information for the room... After checking my emails at that time, the manager did reach out by email just after noon with the subject title, "CC information missing." ➡️ Credit Card Information Missing...He then proceeded to ask if I was still needing both rooms for the night, etc. After no response from me, my rooms were canceled 2 hours prior to me arriving at the hotel last night. Then we were told they had no rooms available and said that he couldn't help us. We asked for management and was told that there was no one on duty at this time. Yes I was upset, because the guy at the front desk had an attitude and lied about how I was contacted. And I had over $165 available in my account and over $300 in hand. Once I reviewed my notification from my bank (email and account) and found out that they tried charging my card for 201+ dollars. Both rooms would've been over $300. I called corporate andexokained everything to them. Corporate ended up calling the hotel while I'm on hold. She comes back and was told that they had rooms available and were willing to check us in once the card was resubmitted. Now I'm highly upset because he lied once again. At this point, I'm tired with a 7year old and another couple m, so we chose not to stay after all this. We ended up driving 35/45 minutes (traffic) to another hotel downtown. An email explaining all this plus screen shots were sent to management regarding this matter. I have stayed at this chain many times, they have never tried charging my card prior to check-in. I didn't request an early check-in at this hotel, only because around 5:40pm my phone was dead for 5 minutes. While eating I had it charging. If I remember, check-in is at 3pm and most hotels will give you till 10pm before they take the next step. Once you haven't called or checked in early by phone, they will either call you, or cancel the room all together. We were looking forward to our stay, unfortunately it didn't happen I can say that the hotels location was great! The outside looked amazing as I expected. The front lobby was as I expected, however, the individual at the front desk wasn't. Sadly, this is the first hotel I had to write a negative review about from this chain. Hwyatt has always impressed me until yesterday, so because of this I will never stay at this location.
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