I booked my trip on Expedia and was so happy with the bang I was getting for my buck, 2 nights at Pan Pacific for $450. My first impression of the hotel was excellent and wonderful, I really liked how bright and welcoming the building made me feel. When I checked in I was surprised to find out that there was confusion about how long I was staying, but was assured that the hotel understood that my trip was paid in full for 2 nights. The day after, I was enjoying a nice ride at the sea side ferris wheel when I received a phone call from the hotel that they had expected a check out from me but there were bags in my room so I was going to be charged another night. The man I spoke with on the phone did not believe me, and told me that it was my fault because I had not booked my trip with the hotel, but through Expedia. His condecending tone clearly told me that he thought I was lieing about my 2 night trip paid in full. I told him what an inconvienence this was for me and he said that he would call me back when everything was straightened out. I never received a phone call, so when I returned to the hotel and asked to speak to a manager, William, the man who I spoke to earlier, was the manager on duty. During my conversation, I told him I was appalled and offended the way he treated me and my situation, and he simply retorted with a fake smile, patronizing, robotic apology that I was wrong for misunderstanding him and it was still my fault for booking through Expedia. He did not care how stressful this was to me. My room keys had also been disabled and had to return to him to get them reinstated. Because he was refusing to make a resolution, I asked to speak to his manager, with a laugh and smile he said "he is not here, here is his card." For such a beautiful hotel meant to elicit bliss and relaxation with the highest quality experience, it is a shame that William is management and the voice of the hotel, and he will continue to instead tarnish it with his unethical treatment of guests. I know my situation is unusual, but want to share it with you because it happened to me and was unresolved, it is inevitable it will happen to someone else.
hotel reviews