My experience with Residence Inn has turned into a major nightmare. My daughter purchased one room via Expedia (on her own personal credit card) and I used a FREE night stay certificate voucher (which was awarded via the hotel) for a second night. Since my daughters reservation was listed as a studio in the hotels system (should have been a suite); Liz, the front desk manager was really nice and agreed to go ahead and upgrade our room for free (for both nights). Can you imagine the shock I felt when I noticed my bank account was charged another nights fee of the total cost of the room. Now follow this... the stay was for two nights. One night paid via Expedia and the second via a free certificate. What the heck is the additional room rate for the same date as the Expedia night for??? Now, we have technically made three sources of payment for two nights stay (Expedia, Free Certificate, and unauthorized charges from my account). To make matters worse, when trying to rectify the issue, Candace (the front desk clerk on duty) was extremely rude, nasty, obnoxious and even hung up the phone on me. Since the clerk insisted that the error was due to my banks mistake, I thought it would be a good idea to contact my back and have a conference call between the three of us. My bank rep and I phoned her back in an attempt to work through the problem and once again, Candace was her same rude self to both of us. The bank rep informed her that the money had in fact been taken out of my account and that it could simply be corrected if the hotel would send a note on their letterhead acknowledging that the fees should not have been taken from my account. But Candance would not listen and basically refused to help in anyway possible. She even transferred our call (or left it ringing on their end) without any acknowledgement. While we were on the phone, we began to hearing ringing and another rep eventually answered the phone. The only halfway decent thing about this nightmare from hell was speaking with Tawanna Johnson, who was professional and pleasant. Unfortunately, she could not override the transaction that Liz had placed on my credit card. Therefore, I am still out of $180.00 - the amount stolen from my account by the Residence Inn Downtown Charlotte. not given my money back. In my professional duties, I support a senior executive in the downtown area and we send numerous visitors to this hotel because it is so convenient to our office building. At this point, in an effort to not subject or risk our guests enduring such hideous and rude treatment; I will be sending them all to the Omni. It is a few blocks away, but well worth it for them to receive outstanding hotel service during their visit. In a way, I am so glad I had this experience because I now know not to send our guests there.
hotel reviews