Terrible experience from beginning to end. My wife booked a double king bed room over the phone at a rate just under $400 for the night. When we arrived to the hotel to check in, the rate had magically increased to over $500 - we decided to stay there and gave them our credit card.
They had issues processing the card and kept telling me it wasn't going through; however, I was able to confirm the charges were hitting our bank account through mobile banking. They did this to us on three different cards (two Visa and one Master Card) until I used American Express.
When we arrived to the room everything looked great, the rooms are nice and the beds super comfortable; the only issue was that the beds were not king size. Checking out the next day, I tried to have them change the charges from the American Express to my Visa but they still had system issues and I kept seeing the charges on my mobile banking but not on their system. I overheard one of the receptionists on the phone with their billing company to let them know the billing system was not processing cards. The receptionist told me it was no problem and would just make a copy of my Visa and I signed on that, she also mentioned I was not going to get a receipt because of the billing system but that she would email it to me as soon as it was fixed.
I never received the receipt and kept seeing the charges on my Visa card for about three days until the charges disappeared from the Visa card and were applied to the American Express. I called the hotel for assistance with the billing issue but nobody was able to help me. The first person I spoke to said she needed to get assistance from a manager and that the manager would call me back - manager never called me back. I called again and the second person I spoke to told me they couldn't help me there and gave me a number to the billing department in Houston but wouldn't be able to speak to them until the next business day (it was after five when I called.)
When I called the supposed billing department it just turned out to be the front desk of the hotel in Houston so they ended up transferring me to the front desk in Dallas. The last person I spoke to had to place me multiple times on hold and ended up saying that I have to send a notarized copy of my Visa card and ID because they didn't have a copy. I remember when I checked out they made a copy on my card and I signed it but they had apparently lost it because they only had the American Express and one of the other cards they tried to charge.
Nobody at any point took any ownership of the issue and I will not recommend nor go back to this hotel or the chain again. The valet parking guys were the nicest by far.
- Official Description (provided by the hotel):
- Located in Uptown Dallas, Texas, Hotel ZaZa is a luxury boutique hotel that features concept suites, day spa, meeting facility, vacation packages, and fine dining. ... more less
- Reservation Options:
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- Also Known As:
- Zaza Hotel Dallas
- Hotel Zaza