I was in town for a Training Convention being held in the hotel. At check-in, after waiting an HOUR, the Front Office Manger checked me in and over-charged me. I questioned her and she said it was a $40 extra "tourism fee". Being a former hotel Front Office Manager and above myself, I questioned this and was responded to very rudley and said I had to pay it, so I did. Upon entering my room, I questioned my roommates and they all said that they paid $40 less than I did. I went down the next day and requested a copy of the 1st night's room and tax. At first the clerk said it was unavailable. I told her that I was a former hotel employee for many years in my hometown and that I wanted to see a copy of the first night room and tax that was posted during audit. She FINALLY produced it. Of course it was incorrect so I asked to speak to a Manager who was the Front Office Manager who originally checked me in! I showed her that one night room and tax multiplied by my number of nights was incorrect and that she had indeed overcharged me. Finally, she admitted that she was wrong and refunded me the $40 I was overcharged. During my stay there, NONE of the vending machines were stocked so you HAD to go to the Gift Shop and purchase a coke for $3 or a water for a minimum of $4. On the day of arrival we decided to have lunch in the hotel bar, Draft. The service was slow and after telling the waiter my drink order (coke), he proceeded to bring me a refill of tea which I explained explicitly that I am allergic to! The food was sub-par as well. The next day, I ate in Draft as well and ended up having to get a to-go box because apparently and hour is too long to make an order of french fries and I ended up having to throw them away! On the thrid night, we decided to eat in the actual restaurant, The Kitchen Table. The service was soooooo slow!!!! We sat down at 8pm and immediatley ordered our food since we had previewed the menu and knew what we wanted. I also ordered an alcoholic beverage. My beverage arrived around 8:30pm. Everyone ordered the New York Strip which we all had to cut with a BUTTER knife because no steak knives were available. I could understand this if the restaurant had been packed, but there were maybe 6-8 other tables!!! Our dinner was served around 8:45pm and by 9:15 we were done and ready to order dessert. We had to flag down our waitress to order and she brought our receipts along with dessert since we requested her to. I asked her to split the dessert between me and my friend which she said was not possible. After that interaction, we never saw her again. At 9:30 I had to flag down another waiter to ask to speak to the manager and when he finally came, he was apologetic and removed half of our total from our bills. After leaving the restaurant, I returned to my room and tried to contact the front desk with a question. NO ONE answered. I tried the Concierge...nothing. I tried to call anyone on the hotel listing and NO ONE answered the phone! That is UNACCEPTABLE customer service! If I had been running the hotel, I would have fired everyone! That is a serious safety risk when no one will even answer a freaking phone! I didn't have time in the morning to stop by the front Desk to get my receipt. It would not have mattered anyway because only 3 people were available and it looked like there would have been another hour wait. So I called today to get my receipt emailed to me. I was assured that it was sent, but I kept waiting. I had to call BACK and get someone else who said it had been sent. I asked her to spell the e-mail address where it was sent and it was misspelled after I had repeatedly told the 1st girl how to spell it! Not to mention, my StarPoints are NOT on my account from my visit! I have NEVER in my life seen such a poorly run Full Service Hotel! I myself, ran the Marriott in my city during 2 MAJOR hurricanes and NEVER let my employees customer service slack ONCE! I will not be recommending this hotel to ANYONE nor will I EVER be returning! And, I know that MANY of my colleagues were infuriated as well and do not want to return again either! When I return to Dallas I would rather pay twice the price and stay some where where I am going to actually get a little customer service!!!
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