I checked in on the evening of 02/20. During check in, the Hotel started out by trying to charge me an unanticipated resort fee of 19$ per day for services I was not going to receive. They crossed it out after bringing it to their attention. When we got to our room 7228 the cable was not working properly and most of the movie channels that were included in the room rate were missing. They had the maintenance worker look at it and he determined it would have to be fixed by the cable company the following morning.
I informed guest services of this and spoke with Bob. Bob apologized and offered a complimentary breakfast. I informed him that we already had filled out the card for room service delivery between 9:30 am and 10 am for the 21st. Bob said he would staple the coupons to it before he turns them in and that it would be covered. The following morning we sat in the room from 9:30 am to 10:15 am with no food. I called guest services and they kept transferring me to food services where I would get a voicemail. I then spoke with rep Jennifer in guest services and explained the situation to her. She then transferred me to Manager Howard Harrison.
The manager apologized that we could not reach the food services and offered us breakfast at that time if we would like to come down from the room and eat. I informed him we have waited over an hour at this point and are starving and that we could not wait any longer. He understood and said he could offer breakfast for 02/22. I accepted and he assured me he would personally oversee everything and have the cards delivered to my room so we can fill out what we wanted for breakfast. He said do not worry and he would send someone to the room and have them placed on our desk. I said okay.
We went out for the day and came back in the evening and the room was turned over but no breakfast selection cards. I tried to call the manager several times and could not reach him. Reps from guest services took down messages for him to contact me and he never called me back. We went out again around 9 pm and when we came back to our room someone had slipped 2 breakfast buffet coupons under our door while we were out. I called guest services and spoke with Bob on the night shift again and he said no manager was available and I can talk to one in the morning. He said he did staple vouchers to the room service card and he was very surprised we never received our meals. I told him that they never fixed the cable either. He asked what he could do for me as far as damage control.
I told I did not know at this point and things were getting out of hand. I spoke with Manager Howard Harrison at checkout and he said that there was a miscommunication and we were offered a breakfast buffet and did not take it. He said that there is nothing he can do for us. I told him I am not paying the full price for the hotel because of the level of service that I received the cable outages, room services not showing up, and no breakfast. He said to take it up with orbitz because his hotel does not issue credits when a 3rd party booking company is involved. I asked for a corp number and he said they don't have a corporate office.
I asked how many locations they have and he said about 10. I said and you are sure there is no corp office. He then admitted they did have one but refused to provide any contact info other than the regular 800 number for booking. Howard Harrison disrespected me, lied to me, and the hotel has taken money for services not provided. I called orbitz and orbitz spoke with the hotel and now they said they can credit orbitz but will only issue a 27$ credit. I was furious that the manager lied again and was able to issue refunds to orbitz.
I called the hotel and spoke with the Manager Howard Harrison and he said that we never had many of the conversations that occurred and that I refused 2 free breakfast offers and he has nothing further to say to me and hung up. I called back and told him I would continue to call until he would discuss it and he said to call back as much as I would like but he has nothing further to talk to me about. Anytime I call the hotel to request Howard's supervisor's information I am told to hold just a moment and I get transferred to a voicemail. I was transferred to 3 different voicemails.
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