Comfort Suites- Marina Complaint - Total dissatifaction
OCEANSIDE, CALIFORNIA -- Customer Service Manager,
As a frequent user of your company, I feel obligated to share with you my experience.
I reserved a room for 2 nights at the Comfort Suites hotel about two week ago. My girlfriend called the hotel yesterday (2/21) to suprise me, she wanted to upgrade the room to a presidential suite. The hotel immediately charged her credit card $400+ for the room. My understanding was that if you reserve a room at a hotel your credit card is not charged immediately, they wait until atleast 24 hours before check in. Our check in date is not until March 2. When I arrived at the hotel to discuss this issue with the powers that be, they refused to remove the charge from her credit card. After a little coaxing :), they reversed the charges. I wanted to lodge a complaint with the management about the front desk clerk but she would not give me her last name.
To help keep me as a potential future customer, I would like the following:
We want the presidential suite at no cost, and we want a personal apology from the management of the hotel and we want a repremand placed inside of the employment file of the front desk clerk for not providing the information that we requested.
At the very least I would like a response from your company regarding this incident.