Very rude GM

We had a great family reunion at the hotel UNTIL I arrived home and found I was overcharged for the room. I booked 3 rooms for my daughters and their families online. My daughter from Minneapolis wanted to come a day earlier. I stopped into the hotel and talked to the front desk. The first gal didn’t know how to add a day to a reservation that was booked online. She called over a coworker, who I assumed was a supervisor. She was able to make the reservation. No problem, probably a new employee.

So the day of that first reservation, there was a snow storm in Minneapolis and my daughter wouldn’t be able to make it that day. I knew I couldn’t cancel the room, so my daughter from Fargo said she would use the room. I stopped in at the hotel and explained the situation and that my other daughter would be using the room. Same “supervisor” said it was no problem. Next day the rest of the family arrived and we had a great time. Later, I checked my cc statement and I was charged twice for the room on Friday.

Here’s where the problem begins. I called the hotel and began to explain the situation. I was rudely interrupted mid- sentence. I said I was trying to explain the situation to her. I asked for her supervisor, which I assumed would be the gal I had worked with while booking the extra room.

Here’s where it gets really bad. I was explaining the situation to the next person. She kept saying she didn’t understand. Not rocket science. I asked if she was a supervisor. She proudly announced that she was the general manager. She continued to say she didn’t understand. I described the gal I had worked with, she rudely replied that describes at least 4 women that work there. I said I had a charge for over $300, which was fine, I was not disputing that. It was for the 3 rooms the second night and booked online. I said I had two charges for $187 for the room on Friday night. She suggested rather rudely that I should dispute the charge with my credit card company. Apparently she doesn’t know your supposed to try and settle it with the merchant first.

So again she said she couldn’t find the charges. I said that I would stop in and find the gal I had worked with and knew the situation and settle it with her. Her response was “Please don’t." I said did you just say don’t come in. She said, “Yes I did”. That’s when I hung up. This conversation could have gone so much better. She could have said, “I’m sorry you have had trouble, let’s see if we can figure this out. I’d be happy to help you. When I described the gal I had worked with, she could have said “oh that might be Mary, Sue, Jane, or Liz. Do any of those names sound familiar."

When she still couldn’t find the charges, she could have said “I’d appreciate it if you would stop in, that may resolve the problem more quickly." If she treats customers this way, imagine how she treats employees. She seems to be a bully. We did have a room on an earlier trip where we were charged twice for our dog. Called the hotel and a very professional man refunded one of the charges.

Apr. 14, 2023