Whitney A on BBB
a year ago
06/27/2021, 06:47 AM
I booked the Super 8 by Windham/Riverside in Kansas City, and the owner/manager refused to let me stay there because my dog was too fluffy. My dog has hair not fur… The pet policy stated on the profile was less than 20lbs. Nothing about hair length is listed, but the owner said it’s up to him. So I walked out and called hotel tonight’s customer service, the rep said this counts as an exception, but said she had to verify this with the manager. Of course he said, he accepts pets and would let me stay in a smoking room, which isn’t what he said to my face. So Hotel Tonight sided with the manager instead of me, the paying customer. I booked another hotel through them with the understanding they would issue a credit to my account that could then go towards the other hotel I now had to book, because the manager refused to let me stay there. So unfortunately hotel tonight made more money off of me and still refuse to issue me a refund.
This is extremely poor customer service and frankly unfair. I’m all for policies but sometimes there are exceptions, and this should’ve counted as one. It’s only fair to issue me a refund. But they spoke with the manager and his words trumps mine, which it should be customer first always.. I spent hours on the phone with Hotel Tonight and explained the situation thoroughly to three different reps, obviously it matters to me and what’s $100 to them? But to me the paying customer that would’ve been recycled and gone towards the other hotel I booked.
I highly recommend anyone- DO NOT USE Hotel Tonight!! They are not customer first, and will screw you over.