Lack of courtesy and professionalism
Posted Aug 27, 2015 on Hotels
Dreadful customer service! My 70 year old mother, who is recovery from the effects of chemotherapy, was visiting Washington DC to attend my wedding. I was paying for her trip & made the reservation online using my credit card. After a long journey from England, my mother arrived at the hotel to check in so she could get some much needed rest. The hotel staff refused to allow her check into her room. They claimed that they needed a credit card to cover "incidentals". My mother did not travel with her credit card, as I was covering all her expenses. Instead of relaxing into her room, my mother, who now felt ashamed and mistreated then called me to explain the situation. When I spoke to the staff, they said they could not use the credit card I already used to make the booking and required a physically signed agreement to cover incidentals. I was not in a position to oblige so I had to break my day, take a taxi to the hotel and physically present the same credit card so the check in process could be completed. Only at this point could my mother finally be showed to her room. Instead of allowing my mother entry to the room whilst I took some time to come to the hotel and resolve the situation (how much damage or expense could she have really inflicted on the hotel in an hour if this was truly the concern?), they made her wait unceremoniously without offering her any semblance of comfort. Upon arrival I presented the credit card and finally the room keys were handed over.