We are a touring theatre company, booking literally 21 hotel rooms a week throughout the year. We have great success with Hotwire and booked this hotel on Hotwire for three employees.
It took our actors nearly two hours from the time they arrived at the hotel to the time they checked into their room. The problem was the hotel refused to work with them in getting them in a hotel with two beds. Despite the fact they had rooms available.
They are staying here for 8 days and on one of the nights all the double rooms are apparently booked. So we generously made every concession possible. Including asking to stay in a double until the sold-out night and then pay for a cot for the one night in a king room, then return to doubles after that.
The hotel continued to refuse to allow our employees to change rooms?
I understand the rules of Hotwire, but for a service industry hotel, this is absolutely absurd. If rooms are available then for pete's sake why not work with us? After agreeing to pay an additional $80 on our booked room we were told that the actors could stay in a double room until the sold-out night and then will be moved to a room with a king bed and a cot for the remainder of their stay.
This is the first time in nine years of using Hotwire and booking hotels for our employees that we've ever encountered a hotel so against customer service.
Frustrating. The great part is that our company is returning for two more 30 day stints this year and aren't using Hotwire for those stays and I can absolutely assure you that we won't be staying at this hotel.
- Baymont Inn Grand Rapids
- Grand Rapids Baymont Inn
