Terrible customer service.
They don't explain to you what they are charging you.
A few months ago, I stayed here for one night with my dog. The front desk staff told me that there's no pet fee during the check-in process.
I went back again last month, and...
Read MoreTerrible customer service.
They don't explain to you what they are charging you.
A few months ago, I stayed here for one night with my dog. The front desk staff told me that there's no pet fee during the check-in process.
I went back again last month, and again let the front desk staff know that I'm with a dog when checking in. The staff gave us a pet friendly room with no mention of pet fee.
2 days after checking out, I was charged with $45. I called the hotel to ask about the charge, but the hotel staff didn't even check and just brushed my question off by saying "it is just a hold and the charge will not actually go through." with a very condescending/annoyed tone, also explaining to me what a "hold" means and how it is a regular process of hotel deposits/payments as if she's dealing with an uneducated moron who's never been to a hotel.
I waited a couple days, and the so-called "hold" actually went through.
I called the hotel again numerous times to get a hold of someone who could explain the $45 charge, and after days of attempts, I was finally told from a general manager that it's a pet fee.
I explained that I was never informed of the pet fee when I was checking in/out, but the general manager never even apologized for the confusion. He just insisted that there's nothing wrong with the payment because the website says the pet fee, and I should've checked the website and known.
At the end of the call, he said he'll refund a half of the $45 charge "out of goodwill", so I waited, but it was never refunded.
I have friends in Dallas/Plano area who could've taken my dog for one night had I been informed of the pet fee. I was not given an opportunity to make the informed decision, and was charged for the fee nonetheless.
I don't have the time and energy to call again and ask for the "half refund", but I sure am never going to use this facility again.
Rooms: 1
Service: 1
Location: 1
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