Short Version: Not all receptionists are well trained, quoted me wrong prices, spelling my name wrong “Taula” instead of my real name and telling me there were two queens in the rooms when there are only doubles. The general manager (GM), Raphael, called me a liar, said he thought I was trying to get a discount, and after saying he was “done dealing with this” canceled my room on the spot stating that he hoped I got what I “deserved” the rest of the day. Long Version - I hope management reads this & takes appropriate corrective action: I called Monday to get a Thursday/Friday reservation. I needed pet friendly accommodations. I asked the girl on the phone if they had pet friendly rooms with two queens, since my husband and I do not fit well in double beds. She said, “yes, double, yes.” Unsure if she was saying yes they are two queens, or they are double beds I asked again, “I need two queens, is that what you have?” “Yes, yes” she replied. (I buy/sell on Marketplace & I am aware that not everyone knows there is a difference between a double & a queen, so I was a little worried, but because I reconfirmed this more than once I proceeded. I was having a tough time finding a pet-friendly room for my stay 3 days later.) After having to repeat myself multiple times for various things, she quoted the price of $149 for each night, Thurs & Friday which, like the beds, I reconfirmed more than once. So, I booked the room, and got off the phone. My husband got an alert immediately that our card had been charged $170+ and thought it was strange because cards are typically charged when you stay & it seemed high. So, I dialed multiple times & she finally answered again. She said the cost was due to taxes & fees & I asked again about the price, “$149 each night, correct?” “Yes, that’s right.” Then I hung up. “I really hope this reservation is right,” I told my husband, “that girl sounds like she doesn’t know what she’s doing.” Upon arrival, the receptionist couldn’t find me on the computer, and then discovered that my name was spelled incorrectly as, “Taula.” She found my reservation & looked into a few things for me, she was very kind & knowledgeable. Two things happened…she said there were only double beds in the room, and I told her I had been told there were queens. Then she told me the first night was $149 and the second was $227. I told her what I had been quoted. This was a cordial conversation, and she said that they had a couple new staff & maybe they were confused. She asked if I wanted to speak to the manager, and I said sure. I was not prepared for what happened next. After a bit of a wait, Rafael came out and barely listening to my story about my experience making the reservation he said something like, “My staff knows what they’re doing. We only have double beds. They all know that. She wouldn’t have told you we have queens.” I proceeded to defend myself & my customer experience with as much composure as I coul
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