I am a local and was looking for a few nights away on the beach as the DH was on a hunting trip in NC. I reserved an oceanfront studio room in person with [redacted] Fish on Monday, 12/26/16 for a late check-in on Tuesday, 12/27. On Tuesday when I arrived around 11pm, the front desk was closed and signage instructed me to use the house phone to call security. A very nice gentleman by the name of [redacted] promptly showed up to assist me in checking in.
He found my room keys and guest registration packet and asked me for a valid credit card. When I made the reservation with [redacted] he told me that I would have to pay for the room up front upon check-in for which I had cash. So when I asked the security employee, Mike, "are you charging the full amount to my credit credit?" He said, "I don't know, I've never dealt with cash, let me call the manager."
[redacted] then calls [redacted] the front office manager. [redacted] then begins to explain that the credit card is for security in case the room gets trashed. I then said, "okay, well are you going to put any type of hold on the card? and if so how much?" I couldn't get an answer at this point. My valid credit card happens to be my bank card. When I wanted to pay for the room in cash and questioned any amount that might be applied to the credit card I began to be profiled by [redacted] She asked [redacted] where I was from, I know this because his response was "Coral Springs", she then asked him two more questions to which his answers were one word answers. It was at that point that [redacted] told [redacted] that I would have to come back tomorrow to check in!
What? Are you kidding me? Because I am asking you valid questions about what you're going to charge to my credit card and I am not as forthcoming in handing it over, mind you, they already have it on file from the day before when I reserved the room! You are NOT GOING TO ALLOW ME TO CHECK-IN? And tell me to come back the next day?
Needless to say I was very disappointed upon leaving and promptly called to speak to the General Manager of the property the next morning.
[redacted] the general manager, returned my call. However, offered no compensation, no apology, NOTHING! He simply stated that Colleen has been with the property for 20+ years and runs the front of the house. He basically oversees the construction and renovation that is going on right now. However, when I pointed out that Colleen had to have a superior he did state that he was her boss. He cared nothing of the fact that I had a car full of groceries and luggage, had cash in hand to pay for the room, $750.00, and nothing to say about Colleen's over the phone, middle man (Mike the security guy) decision to not ALLOW me to check in! What did she think I was a [redacted]? I am a wife, mother and I am employed full time. I was looking for a little rest and relaxation on my days off while the family is out of town! Thank you [redacted] and [redacted] for ruining my vacation. Your property came highly recommended by some customers of mine (and owners of yours) from the Isle Casino, I will certainly be sharing with them your treatment of me. Along with all of my 1000's of other guests that frequent the Isle Casino.
I am a local and was looking for a few nights away on the beach as the DH was on a hunting trip in NC. I reserved an oceanfront studio room in person with [redacted] Fish on Monday, 12/26/16 for a late check-in on Tuesday, 12/27. On Tuesday when I arrived around 11pm, the front desk was closed and signage instructed me to use the house phone to call security. A very nice gentleman by the name of [redacted] promptly showed up to assist me in checking in.
He found my room keys and guest registration packet and asked me for a valid credit card. When I made the reservation with [redacted] he told me that I would have to pay for the room up front upon check-in for which I had cash. So when I asked the security employee, Mike, "are you charging the full amount to my credit credit?" He said, "I don't know, I've never dealt with cash, let me call the manager."
[redacted] then calls [redacted] the front office manager. [redacted] then begins to explain that the credit card is for security in case the room gets trashed. I then said, "okay, well are you going to put any type of hold on the card? and if so how much?" I couldn't get an answer at this point. My valid credit card happens to be my bank card. When I wanted to pay for the room in cash and questioned any amount that might be applied to the credit card I began to be profiled by [redacted] She asked [redacted] where I was from, I know this because his response was "Coral Springs", she then asked him two more questions to which his answers were one word answers. It was at that point that [redacted] told [redacted] that I would have to come back tomorrow to check in!
What? Are you kidding me? Because I am asking you valid questions about what you're going to charge to my credit card and I am not as forthcoming in handing it over, mind you, they already have it on file from the day before when I reserved the room! You are NOT GOING TO ALLOW ME TO CHECK-IN? And tell me to come back the next day?
Needless to say I was very disappointed upon leaving and promptly called to speak to the General Manager of the property the next morning.
[redacted] the general manager, returned my call. However, offered no compensation, no apology, NOTHING! He simply stated that Colleen has been with the property for 20+ years and runs the front of the house. He basically oversees the construction and renovation that is going on right now. However, when I pointed out that Colleen had to have a superior he did state that he was her boss. He cared nothing of the fact that I had a car full of groceries and luggage, had cash in hand to pay for the room, $750.00, and nothing to say about Colleen's over the phone, middle man (Mike the security guy) decision to not ALLOW me to check in! What did she think I was a [redacted]? I am a wife, mother and I am employed full time. I was looking for a little rest and relaxation on my days off while the family is out of town! Thank you [redacted] and [redacted] for ruining my vacation. Your property came highly recommended by some customers of mine (and owners of yours) from the Isle Casino, I will certainly be sharing with them your treatment of me. Along with all of my 1000's of other guests that frequent the Isle Casino.