Club Quarters, Inc.

Review: 1) My guest and I stayed at this hotel on 12/**. We called before we arrived to inquire about parking. The lady provided us with wrong directions to the parking garage and because of that (we called three times), we ended up paying $70 for parking our car over night.

2) We checked in around [redacted] and our room was not ready, so we left our bags with them. When we returned around [redacted] (check in as at [redacted]), we were told our room was still not ready. When we questioned the [redacted] check in time, they found a room that was available and the lady told us that the bell boys will bring our bags up. We had a duffel bag and a small rolling suitcase, so we told them, we can take our bags. She seemed surprised. Five minutes later, she says "the bell boys will be right up with your bags." They did this so we would also have to tip the bell boys. We waited in our room for 10 minutes before we called down to the front to ask where our suitcases were.

3) My guest had apparently decided to surprise me with a $100 bottle of champagne in the room when we returned from seeing the Rockettes (the ONLY reason we had booked this hotel since it is directly across the street from [redacted].) We got to the room at [redacted] and there was no champagne. We called down to the front and the guy said that someone would call us in one minute. Five minutes goes by, and we decided to see what was going on so we walked downstairs. The guy said someone called us. That was incorrect because we waited five minutes. He calls someone, puts my guest on the phone and they had RUN OF THE CHAMPAGNE!!!! My guest asked them WHY they couldn't tell us this before since the hotel has our contact information. They also asked if we would like to upgrade to the next bottle. I don't think so. Because it was your error, you now want us to pay more money for a service that was never provided to us?!?!!

4) I was furious so I asked for a manager name - [redacted]. I sent her an email with all the bullets above the same night, on [redacted], 12/**. Over 24 hours later, still no response. We want our money refunded. We want to know what was so difficult about preparing the champagne when we had booked all this before. We want to know why the hotel's customer service is terrible and we want to know why the staff's job is only to check in guests and that is it. Never to check to see how service is. I full intend on making comments on [redacted]. We are furious that our special Christmas get away with ruined because the service was terrible. Never again will we stay here. Overpriced for nothing. The reservation name is under: [redacted].Desired Settlement: We want our nights stay reimbursed. You will be able to look up our receipt and take care of that.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,