A serious issue occurred during my recent extended stay booking made through Expedia for my elderly, disabled mother. She was in town to plan and attend a funeral, making this an already emotionally difficult time.
Due to an error on the hotel’s part, I was mistakenly billed for only half of the reserved stay. Instead of working collaboratively to resolve the issue with Expedia, the hotel staff threatened to remove my mother from the property and refused to contact Expedia to correct the billing mistake. This response was both inappropriate and distressing, especially given her age and disability.
During this interaction, the female staff member was dismissive and disparaging in her communication. Her behavior lacked professionalism and sensitivity toward an elderly guest with disabilities. This conduct raised serious concerns about how vulnerable guests are treated at your property.
I then contacted the hotel manager, hoping the situation would be handled with professionalism and urgency. Unfortunately, her response was equally troubling. She was unprofessional, dismissive, and did not demonstrate an appropriate level of problem-solving or customer care expected from a managerial position.
This situation caused unnecessary emotional distress and placed my disabled mother in a position of insecurity during an already difficult time. I believe this matter warrants immediate attention and internal investigation by the corporate office.