First of all, I would like to say that I don't usually complain about customer service, being a very patient person. This time I have no choice. It was the most insulting experience and our corporate group was almost kicked out of the hotel.
I had booked in advance rooms for a business trip – for The Dallas Market International Lighting Show in June. I actually had a preferred rate for that occasion. Somehow, there was a big misunderstanding and when we arrived from Montreal, Canada to the W Hotel in Dallas, they couldn't find our reservation because it was booked the month before....Big misunderstanding....And what I had discussed over the phone with 2 persons for the reservation, was not taken into account....
Anyways, I tried to explain that there was a misunderstanding, that I could not have booked in April for a Show that was happening in June, for which actually I had a special rate.
Jess [-], apparently the front desk manager, supposedly a manager, would not listen and actually almost kicked us out of the hotel claiming it was our problem that he would not help us to either find another hotel our negotiate a rate for our corporate group. It was actually the worst customer service I have ever experienced. There was not an ounce of basic customer service like " We are sorry for what is happening, let me help you find a solution..." . Is it to much to ask from a hotel that is supposed to be highly rated.....
Apparently, another colleague has experience kind of the same thing " Sorry sir, we can’t find your reservation"..... hummm wondering if this is not their way to not honor a corporate rate that would be to low at the time of check-in....
Anyways, it was an awful experience. I did travel a lot in my life, personal and business, and this has never happened to me and honestly, I really don't understand how people like Jess [-] can be employed in a job that requires a basic understanding of what is customer service.
Thank you for those who read my review.
It felt like a duty to inform any future potential W hotel guest.