I made reservations at Excelsior for my wedding group. I was disappointed with their customer service before I even got there when I called to verify the arrivals and names on room reservaitons and the Front Desk associate was clearly inconvenced by my inquiry and was very rude. After discovering the arrivals or two reservations were incorrect and the name on one room was also incorrect I asked to change them and she refused to make any more changes. She said I needed to contact their Group Manager. However, their office was closed. The following day when I contacted the group manager, she said she could be of no assistanct because ours was not a group block (even though this is exactly why I was told to call her).
Essentially, their poor customer service was pervasive throughout our stay. I was hung up on once and had to call back to confrim the changes made, which were incorrect, the agent then refused to correct their mistakes. It took a good amount of arguing in order to get them to change the reservations and we were actually punished for their making the mistake by having to pay a higher rate. Asking questions of any of the staff was an obvious hassle to them throughout the stay as they were always short in response, and as little effort went into the reply as possible.
After leaving the hotel I discovered I was also charged erroneously for a "no show" which was also incorrect. They refused to credit unless I provided a cancellation number they never provided to me, so I doubt I will see my money back.
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