I am writing to share a disappointing experience during our recent stay at your hotel.
Earlier in the day, my fiancé and I had checked in smoothly with the help of your associate, Rae. Rae was kind, efficient, and ensured everything was in order. We also left our bags at the front desk for safekeeping while we explored the city.
However, when we returned later that evening around 11 PM, we encountered significant issues with another associate, who I believe was named Stormi. Despite explaining that Rae had already checked us in and that a $100 incidental hold had already been placed on my card, Stormi insisted on charging my card again. She repeatedly questioned me during the process, which made the situation unnecessarily stressful and frustrating.
Unfortunately, we did not get into our room until nearly midnight. With a 7 AM flight the next morning, we had no opportunity to properly enjoy the hotel as we had intended. This experience was especially disheartening as we had been considering your property as a potential venue for our wedding celebration. After this treatment, we are no longer considering your hotel for our special day.
Given the circumstances, I am requesting a full refund for this stay. Additionally, I strongly urge you to address the behavior of the associate involved, as it fell far below the standards we expected.Thank you for your attention to this matter. I hope to hear back from you promptly.
