Our hotel stay was reserved by my husbands work. He had an accident and we were life flighted from Wyoming to Denver and I was put up at the hotel. Upon check in I was told I needed to put my credit card on file for “incidentals”. No problem. Looked at my bank account and they authorized my 2 day stay on it. Called my husbands employer who assured me they would get it taken care of, then received a confirmation email from both husbands work and hotel verifying change of credit cards and they even extended my stay. Hotel was beautiful, food was great and kitchen staff, valet, and maybe 2 ladies at the front desk were lovely. Upon check out… we asked for a wheelchair to bring my husband down stairs. They looked and said all of theirs are being used but I could call the Hyatt next door. An hour and many tears later the Hyatt called the front desk and explained the staff needed to call and ask to borrow it. We got an eye roll, but she did verify we were guests and their wheelchair was being used by someone else and a wheelchair was brought over ASAP. Then upon checking, my credit card was authorized AGAIN for the extended stay. Even after they had been given my husbands work credit card they authorized it on mine again. Called the front desk and was told this is standard and kept being talked over. Asked to speak to the manager, was on hold for quite awhile and Autumn came on the line extremely snarky from the get go. Started to explain that all room charges and authorizations were to be transferred to company card and she started talking over me as well, and told me she’s been in the hotel industry for many years and she knows better than myself what is going on. Even though I had an email confirmation that all charges and authorizations were being transferred she still told me my card was only authorized for incidentals, to the time of almost $800 for a 3 night stay and that’s standard. I repeated that wrong card was authorized and she continued to argue and tell me correct card was applied. When asked to speak to someone else she told me she was it and that I may look up the number for corporate myself if I wanted to cause a stink. It took my husband getting on the phone, who just got out of the hospital after a severely crushing his hand and multiple surgeries before she actually stopped talking over the top of me and realized the hotel had made a mistake. Once error was acknowledged my husband thanked her for her time to which she replied “Yep” and hung up on him. We will be back in Denver next week for another surgery and back at least monthly for the better part of a year. Autumn is the sole reason we will not be staying at the hotel again and I hope her poor attitude and rudeness are adjusted. Also making guests do the foot work is a bit frustrating, but wasn’t a deal breaker. The over all stay was nice considering the circumstances, but if you have to deal with the front desk staff be ready for a headache.
Hotel was beautiful, food was great and kitchen staff, valet, and maybe 2 ladies at the front desk were lovely.
Upon check out… we asked for a wheelchair to bring my husband down stairs. They looked and said all of theirs are being used but I could call the Hyatt next door. An hour and many tears later the Hyatt called the front desk and explained the staff needed to call and ask to borrow it. We got an eye roll, but she did verify we were guests and their wheelchair was being used by someone else and a wheelchair was brought over ASAP.
Then upon checking, my credit card was authorized AGAIN for the extended stay. Even after they had been given my husbands work credit card they authorized it on mine again. Called the front desk and was told this is standard and kept being talked over. Asked to speak to the manager, was on hold for quite awhile and Autumn came on the line extremely snarky from the get go. Started to explain that all room charges and authorizations were to be transferred to company card and she started talking over me as well, and told me she’s been in the hotel industry for many years and she knows better than myself what is going on. Even though I had an email confirmation that all charges and authorizations were being transferred she still told me my card was only authorized for incidentals, to the time of almost $800 for a 3 night stay and that’s standard.
I repeated that wrong card was authorized and she continued to argue and tell me correct card was applied. When asked to speak to someone else she told me she was it and that I may look up the number for corporate myself if I wanted to cause a stink.
It took my husband getting on the phone, who just got out of the hospital after a severely crushing his hand and multiple surgeries before she actually stopped talking over the top of me and realized the hotel had made a mistake.
Once error was acknowledged my husband thanked her for her time to which she replied “Yep” and hung up on him.
We will be back in Denver next week for another surgery and back at least monthly for the better part of a year. Autumn is the sole reason we will not be staying at the hotel again and I hope her poor attitude and rudeness are adjusted.
Also making guests do the foot work is a bit frustrating, but wasn’t a deal breaker.
The over all stay was nice considering the circumstances, but if you have to deal with the front desk staff be ready for a headache.