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Grand Plaza Hotel, St. Pete Beach, FL Complaint - Dishonest Hotel, The Worst Customer Service Ever

Review by Ekaufm on 2008-07-17
ST. PETE BEACH, FLORIDA -- My husband and I checked into a room in June which was completely paid for. The room was horrible. The bathroom door was wide open, the lights were all on, there were two small pillows on the king size bed, the view was a wall and an air conditioner, and it was a handicap room. We weren't in the room 2 minutes when we went straight to the desk and said this was not acceptable. They said there was nothing they could do, the room was booked with a limited view and they didn't have any more rooms. They would not refund any of our $314.

They were rude and arrogant. They were not willing to work with us in any way. I don't think I have ever dealt with people more difficult. We called Expedia, who we had booked with and they contacted the hotel, with no results. Expedia did however give us a partial credit and credit towards another room which says a lot for Expedia. The clincher was that when I received my credit card statement there was a charge from this hotel. I called the credit card company to find out what it was and to explain that we didn't even stay there. It turns out the hotel charged us for missing pillows on the bed, which was one of our complaints.

The credit card company, once again contacted the hotel and they refused to do anything. However, Chase Bank, removed the charges anyway, which says a lot for them! Stay away from the Grand Plaza Hotel in St. Pete Beach. They are crooked, dishonest and have no interest in making the customer satisfied.
Comments:3 Replies - Latest reply on 2008-07-17
Posted by Anonymous on 2008-07-17:
I like to book my hotels directly thru the hotel.You can see pics of the room,and make special requests.
Posted by BobJohn on 2008-07-17:
When you book through an online agency you are more likely to get the worst rooms in a hotel than if you book directly with the hotel. Expedia paid for the room, not you, so the hotel would not give you back Expedia's money.

If you book directly with a hotel you can usually cancel 24 hours before arrival (sometimes the same day) and not pay a penalty like you do if you book with an agency. Plus booking direct with the hotel gives more leverage to resolve problems.

I am glad you got the 'pillow' charge expunged, that does seem pretty crass of the hotel.
Posted by dan gordon on 2008-07-17:
I'm a travel agent and sometimes when I see great rates online from booking agencies. I have called and asked for the same rate booking directly and have been told multiple time that they cannot honor that rate and I should book with the agency. This just happened where I wasn't even allowed to book at Marriotts site as this property has a 3 nite minimum and I wanted 2. Booking online with Skoosh.com let me have 2 nites at less than what I could have gotten on my own. The advice is nice, but it doesn't always work.

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