On 8/11/10, Monique Jackson booked and fully paid for (2) rooms through Hotels.com; for the dates of 8/20/10-8/21/10 for (2) nights at your hotel, Inn at Pelican Bay located in Naples, FL. The rooms were priced at $99 per night; the total price for the stay was $202.40. These rooms were booked to celebrate our 5th wedding anniversary, along with another couple and their 11th wedding anniversary. Your establishment was the chosen one to commemorate our anniversaries, bad decision on our part.
Please keep in mind that the rooms were totally paid for before we all arrived.
We arrived at your hotel on Friday, August 20 at approx. 1:00 P.M. To check-in. The Front Desk Clerk who checked us in was Ron. Ron stated, Your rooms were prepaid and all you need is a credit card to place on hold for the incidentals; nothing will be charged unless you purchase additional services. Later that evening while checking my bank account, I realized that $300 was missing. At first I was startled, and then I examined every possible theory of logic pondering where our missing money is. Finally, I asked my wife to call the front desk, since her card was used to Check-In. The phone call was answered by a lady, which I dont remember her name. My wife asked the clerk if they placed a $300 charge/hold on to our debit card. The Clerk stated, Let me review your check-in information, after a moment of silence to our dismay the Clerk stated, Yes.
At that time I took over the conversation with the clerk. I asked the clerk is there any type of policy and procedure in place to inform customers of this charge on their debit card. She replied, If you would have used a credit card and not a debit card, there would not have been a $300 hold. I asked her the question again if there is any policy and procedure in place to explain this, she replied, No. Then she further stated, But I would normally explain this; however, there is nothing in place that we are required to provide this information. I requested to cancel my Debit Card hold and stated that I will bring down my credit card. She replied, That is fine, but it will take 4-5 business days to release your money. I was very disturbed by this time and asked if there is anything that can be done. She replied, No its up to your bank. I then requested to speak to a Manager. The Clerk replied, No Manager is here, which I stated this is a hotel there is always a Manager on duty. Within 15 minutes a Manager called me by the name of Steve Dorsey. Mr. Dorsey stated that he was the General Manager and part Owner.
It was very obvious that Mr. Dorsey was called right away and was given information for my request to speak to a Manager. Mr. Dorsey started to jump right to the point without even hearing my full complaint and discrepancy, just like a helicopter. His first words to me were, Dont you know debit is just like cash? I asked Mr. Dorsey (2) simple questions, which he failed to answer.
1. Is there any policy or procedure in place, to inform or explain to customers if they use a Debit Card vs. A Credit Card for incidentals; when the room is totally paid for before arrival?
Mr. Dorseys reply, Dont you know the difference that debit is cash. Yes, I know the difference; however, I dont know your policy or how your establishment applies the two.
Second Question.
If you are a customer entering into a Hotel, wouldnt you like to know that if you give your debit card for incidentals, when your room is totally paid for that there will be a $300 hold, which will hold 4-5 business days, coming out of your checking account. Mr. Dorsey stated, Debit is just like cash. I get your point, but what does that have to do with anything when no purchase has been made?
Then Mr. Dorsey proceeds to inform me that its the banks fault, and there policy is to hold the money for 4-5 business days. WOW!!! I stated to Mr. Dorsey that its amazing that you are well versed and an expert concerning the policy and procedure of another company; however, I am asking you specifically about your companys policy and procedure. Mr. Dorseys final words before he hung up on me, You should know the difference. Again, knowing the difference is not the issue; however, explaining to your customers how you use the two is priceless.
My question is, if the room total was $202.40, why would you hold $300 dollars anyway? I guess that is something else to think about.
At the end of the day, your company did nothing at all with my complaint.
Now to add insult to injury, the next day Saturday, August 21 at approx. 7:27 P.M. While getting ready for an 8:45 P.M. Reservation at Trulucks Restaurant Downtown Naples; the power goes completely out in our room, 520. I called the front desk to inform them of this mishap. Now ironically the couple we traveled with in room 522 lost power as well. I stated, This can not be happening, well it did. Listed below are my complaints concerning the way this was handled.
No one came to the rooms to assess the problem.
Karen, the Front Desk Clerk faithfully called to check if power was restored; however, never once offered to have us transferred to another room.
A Manager, Scott Kenney was called in to address the problem, which we were informed by Karen the Front Desk Clerk; to our disappointment, this Manager failed to come to the rooms and did not speak to either couple.
The couple that we traveled with, Mr. Wilson had to go down stairs to request another room, which was not offered at all.
The Residents in rooms 516,518, & 524 noticing us in the hallway, which we asked if their lights were on. They even offered us to use their room until something happens. They also made statements to the front desk clerk, This is unacceptable for them to experience this on their anniversaries.
The lights finally were restored after 1& hours of being inconvenienced. I was told and actually I witnessed the resetting of (2) breaker boxes, solved the problem.
Missed Dinner Reservation, Previous Discrepancy, and A Power Outage, and the only thing the hotel offered was a complimentary drink at the bar. WE DONT DRINK!!! Is that what Customer Service and Hospitality has come to? WOW!!!
At check-out on Sunday, August 22, Ron the same gentleman that checked us in was asked a couple of questions by Mr. Wilson.
How long have you worked for this Hotel? He stated, 7 years.
In those 7 years how many times has some form of compensation been given to customers affected by inconveniences of no fault of their own? Ron replied, I have seen it about 4 times.
Also, Ron informed us that nothing could have been done at all, because we paid for it through Hotels.com.
Again, your company did nothing at all.
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