Disgusted by our treatment. Our room stunk really bad of mould/damp, we couldn’t bear the thought of sleeping there, I knew it would affect my chest.
We went across to reception, at first the young lady was very nice, and admitted that, that particular room has been reported as having a bad odour. She said they were fully booked, but would put us up in another hotel across the street, and into an available room the next day.
Ok, we felt that seemed fair.
She then phoned the manager, he said he would cancel the night, and we had to find our own accommodation for that night, leaving us at at about 7pm and after a long drive from Vegas, without a room for the night, then to come back the following day!
We said absolutely not, I started to panic.
We said we want to cancel the whole stay, we didn’t want to be treated this way, after admitting the room was bad!
Anyway, we were told to contact hotels.com for them to phone the motel and confirm they were cancelling the stay to get a refund.
We did this in front of her, and stood to the side to let the young man waiting to be served.
Hotels.com then rang the motel to confirm they were cancelling our stay.
The young gentleman who was waiting, turned out to be Sherri’s friend, they had disappeared to get food, leaving the reception unmanned as Hotels.com were calling. Hotels.com informed us they will only ring 3 times, which they did, with no one to answer.
While we were waiting and as we were told by the receptionist, Sherri, we were getting a full refund we hastily booked the Safari Inn, where we have stayed before and they have offered exceptional customer service.
Now we were very stressed at the thought of loosing the money from this place, with their conveniently disappearing staff.
I told my partner, let’s go to the room and watch for when they come back. Lo and behold they arrived back within minutes of us leaving the reception.
We went straight back to reception and told Sherri that Hotels.com had been phoning, she said she would call them back, which she did, very convincingly. Then she told us she had to send an email confirmation, which she read out as she typed.
The next morning, as we woke up in our better accommodation, we contacted Hotels.com to confirm the refund had been made, only to be told there was no record of any phone call or email from the Tangerine at all.
We had to return to the Tangerine and confront the manager, to get him, while we were on the phone to Hotels.com, to refund us.
We did get a refund, thankfully. But honestly I don’t think that was the plan.
We all know that this will be followed by pitiful excuses from the manager, but this was our holiday, why would we not want it to run smoothly without this sort of behaviour.
If they knew the room was bad, don’t use it.
We booked because of the fantastic reviews, our experience was the polar opposite.
You can make up your own minds, but like I said to the manager, Sherri could have gotten an Oscar for her performance.
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