My complaint:
I check in on the 9th on this month at the intown suite in arlington when we check in the lady at the front desk was very rude and came off like she had a problem with as soon as we walk in the door. she told me that she could not accept my husbands Id because it was invaild it expired Dec of last month ok thats fine. My ID was NOT expired. I understand the policy but when asked her if she could make an exception because of the covid she told us no. that We should of took care of getting him a new id. very rude the whole time we were getting checked in. she kept telling us well the room is on the 3rd floor over and over again after i told her it was fine, and than when i got my invoice at the bottem of the recipet it said that i had a balance of 414.45 but i paid 460.50 and when i asked her what the balance was she told me that it was nothing.Im still not sure why it has a balance on my reciept. i put in a complaint on her because if felt like she didnt want to tell me why our room agreement paper had a balance. Nobody has replied or called me back. i felt like she kept our hard earned money. so we went through our stay trying to avoiding any room with having to go to front desk. So on our check out date witch was a friday. i had already resevered a queen room on monday. but when i called to make sure that we had a room for that day she kept relling me that she didnt have any rooms and that she kept getting over booked and the only room she had was the room we were already in. So i called customer service and told them that the front desk manger was telling me that she has no room avaliable for us they told me to just check out and go back at the and that she had to give me a room, so we took all of our things from the 3rd floor and had to drive around for 3 hrs just so we could come back at check in time. So when we went back the same lady told us that she didnt have the room we resevered or any other room. my husband had to plea with her to get us a room she did not want to honor our reservation. and on top of that everytime a different customer came in she had my husband step out and she took care of them let we were not important.like our money wasnt good enough for her. so at the end of it all she had the orignal room that we resevered. why would she lie to us. Than on our new recpiet we have a balance of 485.10 but i paid her 529.20. after jumping through hoops with this she told us that we were lucky that we even got a room. this lady is so rude and hateful its just feels so cringe worthy for us we would like to know why our room agreement papers look the way that they do. we would like a refund for the way we were treated and looked down uponed like we were scummy poeple or something. We felt discrminated against. It’s truly sad that we couldnt get a hold of anybody above this lady to let them know whats going on. this our very first time staying here. and i cant even begin to discribe the way me and my husband were treated.
Suggested solution:
we would like to know why our room agreement papers look the way that they do. we would like a Refund for the way we were treated and looked down uponed like we were scummy poeple or something.
