10/10 - Xuất sắc
Sheree
Đi cùng gia đình
25/05/2024
Thích: Sạch sẽ, tiện nghi, dịch vụ, điều kiện & cơ sở vật chất nơi lưu trú
Overall favorable stay with highly engaged staff committed to excellence in customer service.
Our family experienced an unfavorable experience during check in. We were reserved for a suite at the District. The District is located within the Embassy hotel and checkin for the District in not on the main level when you enter the hotel. We arrived to check in after normal business hours with no signage directing customers to the District. We were warmly welcomed by an Embassy front desk representative who advised they were expecting us as we were their last check in for the evening. However we were erroneously checked in as an Embassy guest by the hotel representative (new hire/trainee) as another family/under another family's name with a shorter duration of stay than we had booked & paid in advance of our hotel arrival.
Our hotel keys were also erroneously deactivated days prior to our departure date which drove an engagement with the Embassy leadership and led to our family missing the majority of an NBA game we already purchased tickets. Yet Sayed Jan (Embassy), Christa (District ) & Expedia through thoughtful oral and written collaboration with written documentation, developed corrective measures to refund me for the error as the suite we were staying in at the Embassy was cheaper than the District suite we had reserved. Jan and Christa also coordinated the refund strategy with Expedia. (Expedia was used to reserve and book several months prior to the stay.)
Thank You