Hampton Inn & Suites Complaint - Reservations mean nothing
PINE KNOLL SHORES, NORTH CAROLINA -- I made a reservation at the above property three weeks prior to our arrival date. Checked on it twice prior to the trip. While enroute on July 25th during our 8 hour drive with three children, I received a call from the front desk at 5:22 pm saying that the credit card that was on file was declined. I tried to give her a new number but phone service was bad in rural South Carolina. I called them back with a new card number several minutes later.
At that time I was informed that my reservation had dropped from the system and that my room was reserved by someone else. I argued the fact that I had a reservation first and they had no right in bumping me. The front desk clerk asked if I would like the general manager to call me back, I requested that she did. The GM, Jackie Miller never called me back, I had to call her and then she would not make herself available.
Upon arriving at the hotel she did come to the front desk. Funny thing, when researching for a hotel to stay at this very same issue was posted online at several sites. The previous guests stated that reservations don't mean a thing at this location. I guess I experienced it first hand while having a road weary family in tow. I asked Ms Miller why she did not call me back, her response was "you where going to come here anyway."
That was not the right thing to say. She mentioned that they have no control over the computer system and could not help me. However she could "walk" me to another property in Morehead City. I said if I wanted Morehead City I would have booked Morehead City.
My complaint is the attitude of the General Manager was unsympathetic, rude and lacking any customer service skills. I find it extremely hard to believe that a reservation can "drop out of the system" and someone can jump online and grab my room. Systems must be designed with flexibility since many circumstances can happen in your industry. I have a strong suspicion that I was bumped because they had a wedding party in the hotel that weekend. I bet my room was sold at a higher price to a wedding guest that failed to make a reservation.
Clearly reservations mean nothing at this location and customer service skills are non-existent. Do yourself a favor, steer clear of this shipwreck on the beach!