Clarion Hotel, Winnipeg Manitoba Canada Complaint - Gouging a repeat customer!
WINNIPEG, MANITOBA CANADA -- I have stayed at the Clarion Hotel in Winnipeg Manitoba on previous occasions and for the most part enjoyed my stay. Service is slow (check in, calls to front desk unanswered) but you can tell the staff are doing the best with what the owners give them.
I went on-line to book a room as I have done in the past as they always direct you to the website or the 1-800 reservation line as opposed to the hotel. I plug in the dates and it tells me there are rooms available and the room type I want is available as well at the usual price I pay. We like to book their medium size king size suite. I input all my information and it walks me through every screen but it won't confirm the reservation as it says my credit card information is wrong. After punching in my CC information again being very careful to do it accurately it still won't accept it.
So I call the toll free reservation number 1-800-4choice. The person I spoke with was very polite and helpful but the only rooms she had available was a standard room 2 queen beds. The price was higher then what I had seen on the web site but booked a reservation anyway as the booking agent said I can always cancel the reservation she was going to make for me. And she put it on a "courtesy hold" so I didn't have to actually give my CC number. I was very impressed.
So I tried the website again and it still showed rooms were available so I decided to call the hotel directly. Person who answered told me that all the rooms had been blocked due to it being the date of the U2 concert and all reservations were being done through the hotel only. So I asked for the price of the King suite. He told me he could give it to me for $279!!!! The price I have always paid for it and the price the website was going to give it to me for an hour before was $161. When I told him that was too much he told me the cheapest room was a standard 2 queen room for $199!! I was getting it for $149.
When I told him I just booked it on-line for less he told me that was "impossible". So I asked to speak with a manager. I was told he was in a meeting but would call me.
The manager did call me which was great. He had received half of the story so I gave him the full picture. He told me he could not do anything for me!?! What???????
So being the type of person I am I really hate it when companies don't even try to solve the problem or even deal with the situation properly.
I wasn't asking for a free room. I wasn't asking for a huge discount. All I wanted was to book my usual room at the price the website had given me two hours earlier (by this time) which was also the price I have always paid for it. Was this unfair? Unrealistic?
The manager also said I could not book any rooms on-line and it must have been a fluke that I got one. So he then offered to give me the room for $210. What he failed to realize is it was well past the point of making me a happy customer once again. And then to top it off he demanded that I give him a CC # to hold the room I had on hold through the 1-800 reservation line. He said if I didn't give him one he would have to release the room. This is not Co. policy and was a perfect example of someone being petty.
So Choice Hotels has lost a loyal repeat customer. And why?? I'm still trying to figure that one out.