Ok Hotel, Staff great, Owners awful..
By A Yahoo! Contributor, 7/19/11
Overrated hotel, but decent, clean. The upside the staff, Cindy, Brie and Annie were wonderful.
The downside, tiny pool, noisy street, far away from town, clogged bathroom sink, bathroom jacuzzi took over an hour to fill. We were overcharged an extra night when we added a night.
My husband contacted the owners when we returned home to be told we had been pre charged and should have known that and did your wife really expect that rate.
I asked TWICE when I called to add another night, and was quoted a price for our total stay.
We asked the owners to please call and speak to me directly so they may have a better understanding of our frustration. No one did.
I called the Hotel, and Brie, the manager was so apologetic, and said she wished she had dealt with this issue but she was off during our check day. She called the owner who then called me.
He was firm and curt in his answer that we should have known and asked me what I wanted him to do. At this point, I said I would like him to honor what was quoted me, (not a huge difference btw, but now it was the principle). He said no he would not do that, but did offer to give me a rate of another hotel, and I said, I just want what I was told period.
At this point the difference would have been approx. $20. NOT a lot of money to make your customer happy.
He said no, he would not be brow beaten into what WE wanted! He said I was rude to his staff (not true), as a matter of fact Brie was great in trying to help. He said my husband had sent him threatening emails! (not true). and he then said that if we give a bad review ( I had said I was a dissatisfied customer and any review of his hotel would reflect that), that we were blackmailing him, and that was illegal in AZ!! Seriously!
I was astounded a Hotel owner would act this way or say such things. Over what comes down to about $20 in the end! Unreal.
For me, customer service is number one. If I have an issue, I want it dealt with, I dont want to have to email back and forth, or ASK TWICE to be called, and then call myself.
They are more interested in hoarding $20 than making a customer happy.
We will never stay there again, for the price, there are many other Hotels in Sedona, better locations and value IMO.
These owners have no business being in the Hotel industry.