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Clarion-west Springfield

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Reviews Clarion-west Springfield

Clarion-west Springfield Reviews (1)

UNAUTHORIZED CHARGE SITUATION,POOR CUSTOMER SERVICE, ISSUE WITH LIFEGUARD OF WATERPARK, POOR ACCOMIDATIONSI have gone to the Clarion Hotel in West Springfield with my children for a few yearsI went to college in SpringfieldThe hotel has been completed renovated nowThis recent stay was awful, embarassing and quite honestly, a disgrace to hospitalityI have a rotten taste in my mouth from the weekendThis is a very difficult letter to write but things were so unacceptable, I need toI will break it up into sections.Financial- I stayed nights at $a nightThe total was as they take a $deposit upon check inWhen I checked in Friday, my card was authorized for the full amount and was on my [redacted] online pending charges so the money was out of my account on FridayOn Saturday morning, I bought flag tickets for $from the desk and an additional $301was charged to me in addition to the tickets! I showed the front desk manager my online banking thru my phone with the additional charge (I believe her name was [redacted]) and instead of taking responsibility, she said to call [redacted] and figure it out because it was not her problem because she did not show the 2nd $charge on her end! I had my banking info online in real time and showed her and she still denied it and was being extremely rudeAll this was done in front of my kidsI called [redacted] and ([redacted]) proceeded to argue with the [redacted] rep saying she did not charge me twice and then [redacted] Supervisor got on the phone and was explaining to her that there was a 2nd chargeIt was a messFinally after about minutes of this lady arguing with the bank, she released the holdOnce the money was returned to my account, the front desk supervisor ([redacted]), told me I want MY money now and wanted cast was unacceptable to treat me this way in front of my kids when this was clearly her faultMistakes get made, but the Customr Service was horrific and uinacceptable.WaterparkWhen my kids and I went to see the new waterpark, we were looking thru the window onto the waterparkOne of the teenage lifeguards approached me and asked me what I was doingI said I just arrived with my kids and we were looking at the park because it was brand new and we had been previous guestsHe looked at us as if we were criminalsHe said we need $per person to come in and it had to be cash and would not let me look around without the cashThis was terribleMy kids were horrified and I was tooOne lifeguard was guarding the locker room and one was guarding the gateWhat is this? I asked if I could look around as I have stayed here multiple times, and he said I couldn't even go in the gate without giving him $entrance feeNeedless to say, my kids were uncomfortable and did not go into the park all weekendThe fact that a teenage lifeguard is acting as a security guard is offensive as opposed to watching the kids in the poolThis is supposed to be an amenityRoomThe room lamps had a inch of dust on it and outlets were not working and the bedspread was dirtyThis really was a horrendous experience and I do not appreciate a grossly lack of customer service in front of my kids in crappy situationsI will not be treated like this, especially myself being in the business as a Customer Service ManagerI am just disgusted with the weekend and would not come back to this place the way it is being run currentlyI want my credit card immediately refunded for the nights with a response from corporateIf this is not rectified within hours with no action, I will be going to the Revdex.com and the Massachusetts Attorney GeneralI will not be treated like this under any circumstance.[redacted]@hotmail.comDesired SettlementI AM LOOKING FOR A COMPLETE REFUND TO MY CREDIT CARD FOR EVERYTHING THAT TOOK PLACE OVER THE WEEKEND OF 8/22-8/2014Business Response I would like to apologize on behalf of the Clarion Hotel, if Mr[redacted] felt that he received an unacceptable treatmentI have investigated in detail about the issues Mr[redacted] had during his stay, and have come to the conclusion that the Debit card authorization issue was due to a glich in the computer systemFurther I am yet trying to investigate this issue with our corporate support teamThe authorizations on Mr[redacted] debit card are not a charge, but only an authorization, which get normally released in to business daysI spoke to my Front Desk manager [redacted], about the incident of her being rude to my Mr[redacted][redacted] said all she was trying to do was to help Mr.[redacted] release the authorization by contacting his bankAt first when Mr[redacted] approched [redacted] about the authorization, [redacted] informed Mr[redacted],that she could see only one authorization for $which was for days room & tax + incidentalsBut when Mr[redacted] showed [redacted] on his phone the authorizations for $on his online banking account, she immediately try to help him by contacting Mr[redacted] Bank and faxed a letter to release both the authorization for $and the funds where back to his debit card within minutes[redacted] requested Mr[redacted] how he would like to pay for his room, and Mr[redacted] wanted to pay in cash and the transaction was completedI would like to apologize to Mr[redacted], if he felt that Waterpark lifeguard approach was not hospitableI have addressed this issue to the lifeguard on duty, and have also written him up for poor customer serviceOnce again I offer my sincere apology to Mr[redacted] for the poor customer service he received.[redacted](General manager) Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First of all, I know the difference between an authorization and a charge..First lie by [redacted] who wasnt even there#[redacted] contacted no one nor did she do anything to fix the situtationI handed her the phone to talk to [redacted], who I calledshe wanted nothing to do with itNor was she professionalI was told by her it was completely my problem and she did nothing wrong and I had to deal with itI contacted my bank myselfAfter listening to her arguing with my bank for minutes, she reluctantly admitted to [redacted] that a mistake was made and [redacted] told HER to fax a letter to realize the fundsShe was a rude, unprofessional,ignorant woman who talked down to me and my bank in front of my kidsOnce she sent the fax, she told me she wanted her money wanted cash before I could go to six flagsCurious why the additional information I mentioned regarding the double "authorization" of the $situation that [redacted] was directly involved in was not mentioned by him# regarding the lifeguard..who did he write up?? I never mentioned a name in my report.hes a liarhow did he know who I was talking about? this is ridicoulusAnyway, these are people trying to cover there [redacted] for unacceptable financial mistakes where no responsibility was taken and horredous cust service by [redacted], the lifeguard, and [redacted] when he dealt with [redacted] regarding the double charge of the six flag ticketsThis hotel has horrible reviews and when people complain [redacted] or this [redacted] respond with form letters stating how sorry they areIf they were truly remorseful,maybe they would do something to make up for itThey do nothing and they are doing nothing for me.I refuse to be treated like they treat their other guests that have complainedI have filed a report with the Mass Attorney General and I am still seeking a full refund for that horrible weekend myself and my family had to endureFinal Business Response Mr[redacted], As you had mentioned in your original complaint that on Saturday morning, when you bought fax tickets an additional charge $was charged in addition to the tickets, that is all I was trying to explain in my reply that It was not a charge by an authorizationSecondly in my reply when I mentioned that my front desk manager [redacted] try to help you by contacting your bankThe words Contacting was to literally speak with your bankIt does not matter if it was on your phone or the hotels phoneAppropriate action was taken and the authorization was released, which was caused by the glitch in the computer systemRegarding the Lifeguard situation, It is not hard to figure out who the lifeguard on duty was, when you have only lifeguards working on that dayMr[redacted] you keep mentioning about $authorization situation that I am ignoring and was directly involved inI do understand how I was directly involved in the situation, when I was not present on the dayI only found out about it when I spoke to your bank on Monday morning 8/25/Finally stop calling me a liar, which is not appropriate for someone who I have not even metFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As usual, with this whole mess, they will do nothing to fix except cover their own [redacted]Obviously,customer service isn't priority or they would have done something for the horrible customer service and their computer glitchesAll other complaints received, nothing was done for them either[redacted], [redacted], shouldnt be in the hospitality business as they continue to just argue with meI guess the customer is not always right according to these peopleI want my money back and I am not satisfied with thatMaybe if [redacted] as a GM,cared about customer service and tried to work it out with me over the phone, instead of defending poor customer treatment, thus could be settled

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Description: Hotels

Address: 1080 Riverdale St, West Springfield, Massachusetts, United States, 01089-4607

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