HOTEL CRASHES WEDDING
My fiancé and I had booked a King Luxury Suite at the Calgary Sheraton Cavalier NE, on Barlow for our elopement. We live in Sylvan Lake and had done our research to get the perfect suite for our special day. We are 37 years old, my partner is a contractor and we have three children.
We used a credit card to secure our reservation, however upon check in the credit card would not cover the full amount of our two night stay, which we knew as we keep the limit low. Our offer of cash deposit and full payment of the room upfront was declined by the Front Desk Manager. He said the room was “too nice to open up to us without a credit card”. We were told when we booked the room over the phone that we could pay with debit, but the Manager said that no that was not the case for this room, and that it says as much on their web site. Upon further investigation I have found it does not say this on the web site, in fact the web site (and the confirmation email we received) states:
CREDIT/DEBIT CARD POLICY
Debit and Credit cards will be authorized at check-in for the amount of your stay, plus an amount to cover incidentals. The authorization will hold the funds until check out, at which time the amount actually incurred during the stay will be charged. If a debit card was provided as payment, a cash refund will be provided for funds held in excess of the amount actually incurred and charged.
To add insult to injury he was rude and spoke to me like I was some kind of idiot. He accused my fiancé of drinking, which he had not been as we had been shopping all day at Cross Iron with our three young children. Certainly he was angry at how we were treated, we were offered a lesser room, and told if that was not good enough then we could find another hotel to stay at. This just three hours before our wedding ceremony! All we wanted was to check in, get ready for supper, and have a nice weekend away to get married and spend some time together as a family.
I am really upset, and would not recommend this hotel to anyone. It’s a shame we didn’t bring our confirmation email, or even think to look it up on our phone. Guess we weren’t thinking about that as the children were tired, the baby needed changing, we needed to find a hotel that could accommodate us in short order, and I couldn’t see for the tears…
We did get married, and stayed at the Comfort Inn down the street. Wasn’t a posh room, but it was clean and the service was good.
Still, our wedding was not what it should have been, and the day will be forever tainted by this horrible experience and the rude gentleman we had to contend with who would not budge on policies he seemed to be making up on his own.
Sincerely,
Heather and Denny Haverluck
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
1 December 2011
While we appreciate feedback from our guests and take every situation seriously, the version of the events posted above is not only inaccurate but details have also been fabricated. Mr. Curtis Fernets, the General Manager, personally attempted to work together with the guest at check in and was met with foul language and verbal abuse. Our team is in direct contact with this guest regarding this situation.
We appreciate the continued feedback and support from our guests and will continue to work together with you to provide a positive and comfortable experience.
On behalf of Mr. Curtis Fernets – General Manager of the Sheraton Cavalier Calgary.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC