I arranged rooms for 7 families for a beach soccer tournament at this hotel. Every time i called or the families booking the rooms called and were given different information. I called 3 times the week before our visit to make sure we had 7 rooms for 7 families....each time after looking at the computer for lengths of time they finally found all 7 families and each had a room....GREAT! when we checked in early we were happy to have our room ready! There was still some question about a room that didn't have a name to it... i said i squared everything before i go there and we reviewed it one more time...all good. room was clean. indoor pool small but nice. at 11:55 pm! we were alseep , we had a tournament the next day, my husband, i and 4 teenagers were awoken to the phone ringing. Night manager told us that someone had not checked into one room, i said 1 family is coming tomorrow but they had called and he mentioned one of the names... i said nope they are here and checked in, we got off the phone. i got back to sleep and 15 minutes later... OK AFTER MIDNIGHT he calls me back. i said sir, how dare you call my room 2 times at midnight and wake up my entire family ( i was NOT yelling) He yelled.... FINE I AM CHARGING YOUR CARD FOR THE EXTRA ROOM< YOU CAN PICK UP THE KEYS.... and hung up!
i went down to the lobby and there was a man at the counter, on the computer. i said excuse me are you the night manager? he said .... after a pause... yes i am. I said well you just hung up on me. i started to go down my list of families and how i had called mulitple times, he wouldn't let me speaka nd proceeded to scream at me and tell me hes tired of dealing with this kind of crap! I tried to say several things but he wasn't allowing me to speak at all...so i finally screamed backa nd said are you going to let me speak?!?!?! He said fine. i told him how i had called several times, how i did my part in ensuring every room had a family and i don't understand the problem. he said i am not going to charge you for the extra room. i said your right, you aren't. another woman who works there had coming in during his yelling at me. she looked mortified! ( apparently the end of that story is that one family had changed the length of their stay and there fore were out of my block of rooms... that however was not explained to me..... until the next day by the day manager, who was much nicer to deal with and appauled that i was called at mid night!)
i did call corporate after speaking with the day manager and his recommending i call... the hotel offered me 15% off my next stay at that hotel.... and i find that an unsatisfactory resolution. considering i brought over 3500 dollars to that hotel that weekend! I have written the hotel owner directly and hope that there is a better resolution and an apology.
I cannot believe anyone in customer servive would speak to someone this way....especially UNPROVOKED. i did not yell at or raise my voice until i was not allowed to speak for several minutes into this mans tirade. i understand he is recently in management after many years with the company. perhaps this is not the best position for him.
We did try the breakfast and my husband and i who aren't too picky couldn't eat the ice cold eggs and undercooked sausage that was cold in the middle. and the line to make waffles was 8 people deep!
The noise at night from the side street was VERY LOUD until very late.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC