Aloft Hotels Customer Service Issues

As a returning guest with multiple rooms, I am disappointed that last year's stay included breakfast, but this year's did not. What started as a simple request for a breakfast voucher turned into a complicated situation with the hotel staff insisting only the manager could decide. Unfortunately, the manager was unavailable. When I reached out to Aloft customer service for help, I was unable to proceed without a 9-digit reservation number, even though I had 6-digit confirmation numbers for our rooms. Despite speaking with Mr. Hunter, he couldn't assist without the longer reservation numbers. I felt frustrated that neither the customer assistance line nor Hunter could resolve the issue promptly or provide further assistance. I believe empowering employees to address guests' needs directly, especially returning guests with multiple bookings, would greatly improve the experience. Additionally, our reservations were mixed up, resulting in a shortened stay this year. I hope for a more effective resolution and better communication in the future.

During my stay at a Loft hotel in Hillsboro, Oregon on June 16, [redacted], I made my reservation through Hotwire without issue. However, upon checking in, the hotel mistakenly charged my credit card with an incorrect tax amount. After noticing this on my bank statement, I contacted the hotel in Portland where a staff member acknowledged the error and assured me of a refund. Despite not receiving it after a month, I followed up, and a different representative confirmed the erroneous charge and promised a refund and confirmation email. Dissatisfied with the lack of action, I called again, only to be redirected to Hotwire incorrectly. The call ended abruptly following promises of assistance. Feeling deceived and frustrated with the lack of resolution after patiently waiting, I seek assistance to resolve this matter satisfactorily. Contacting the hotel and customer service by phone proved unfruitful, prompting me to seek support via this platform due to the challenges in finding your email contact. This experience has left me disheartened as a first-time Loft guest.

I have frequented Aloft hotels in different cities and have always been a loyal Marriott customer. However, my recent stay at the Aloft in Charleston, South Carolina, was disappointing. Despite being seasoned travelers, the experience we had at this particular location was subpar. From a noisy check-in area with a guitar-playing individual to a room situated at the end of a noisy hallway, the stay was far from pleasant. Throughout the night, a motorcycle repeatedly disturbed our peace with its activity in the alley nearby. The overall condition of the hotel was dismal, lacking the usual charm and cleanliness found in other Aloft properties. Whereas other locations excelled in being pet-friendly with dog-themed decor, this one fell short. This experience has left me compelled to share my discontent, as it was a stark contrast to the superior standards upheld at Aloft hotels in Greenville and Charlotte, NC.

My family and I stayed at the Aloft BWI Hotel on October 5th for a wedding on October 6th. I had booked two rooms - one for my wife and me, and another for my son and his girlfriend, Caroline. Unfortunately, between 5:30pm and 8:00pm on October 5th, while my son and his girlfriend were at the rehearsal dinner, someone entered their room and stole Caroline's debit card and $[redacted] cash from her wallet. Despite her efforts to place her wallet in the safe, it was already locked. During the rehearsal dinner, Caroline received a notification on her phone about attempts to use her stolen debit card for online purchases. One transaction was rejected due to insufficient funds, while a small iTunes purchase went through. Upon returning to the room at 8:30pm, Caroline found her debit card and the $[redacted] bill missing. I promptly reported the incident to the hotel front desk, and then spoke to Nicole Barnet the following morning, requesting access logs for the room. However, due to system issues, I was told the information would not be available until the next week. Despite following up with Nicole and General Manager Kristy Jackson, I have yet to receive the access log report. I am disappointed with the lack of response and suspect the information is intentionally being withheld. I regret having to have had this experience at an Aloft Hotel and will be sharing my negative feedback online.

I reached out to Mr. David Hussey at Aloft Airport in Denver, CO ten days ago to address an issue that occurred during my stay. Unfortunately, I have not received a response from him. I detailed the matter in an email as follows: Dear Mr. Hussey, My husband and I recently enjoyed a stay at Aloft Airport in Denver from 12/31 to 1/4. We appreciated the modern room design and amenities, especially the comfortable bed and complimentary wi-fi. The front desk staff were also helpful and professional. However, during our stay, there was a minor inconvenience that impacted our otherwise pleasant experience. A housekeeper mistakenly removed two unique shaving towels belonging to my husband. Despite our efforts with the front desk to locate them, the towels, distinguishable by their shape (5 inches wide, two feet long), were not found. We were disappointed by this incident, particularly my husband as he was unable to use his preferred shaving towels. I kindly request attention to prevent similar occurrences and remain hopeful that our distinctive towels may resurface and be returned to us. Thank you in advance and Happy New Year! Lianne R.

I recently stayed at the Aloft hotel in Franklin, Tennessee from March 2 to March 4, [redacted]. Despite a small hiccup at check-in, my overall stay was fantastic largely due to the exceptional staff I encountered. The front desk team consisting of Zack, Barry, Tristan, and Brianna were consistently friendly, knowledgeable, and efficient. Upon arriving at my spotless room, which had just been cleaned by Estelle, her warm and professional demeanor was truly appreciated. Each staff member even welcomed my dog as part of the family. Although I experienced an issue with the wall safe, Brianna promptly addressed it and the maintenance gentleman, whose name I unfortunately missed, provided great service on both occasions. Even while performing tasks like vacuuming, he maintained a high level of professionalism. I also had the pleasure of meeting the manager, Justin, who impressed me with his dedication and leadership qualities. With a background in business management and healthcare, I consider myself a good judge of character. Everyone mentioned exceeded my expectations in terms of customer service. It's evident that the team at this hotel excels in providing a delightful stay for guests. Last but not least, I must commend bartender Mag for his outstanding service and demeanor.

My friend and I recently visited the Aloft in Overland Park with the intention of booking a room for the night. Upon entering, we were greeted by two individuals at the front desk. The lady on duty initially offered us a room for $[redacted], but we had found a lower rate of $[redacted] on hotels.com. When we mentioned this to her, she rather rudely informed us that it would take an hour for the price adjustment to reflect in their system. Unfortunately, her response made us feel unwelcome, so we decided to leave. I was so taken aback by the interaction that I returned to retrieve her name, which I learned is Kathy, the night manager. Unless this matter is addressed, I will not consider staying at your hotels again. I also plan to inform my friends about this incident and may post a review on TripAdvisor. It's currently 3 a.m., and we are now searching for alternative accommodations.

I recently stayed at the BWI Aloft Hotel and unfortunately experienced a bed bug bite. I sought medical help twice due to a severe reaction. The hotel denies any bug activity after their inspection on Friday, but I am certain I was not bitten when I checked in. My luggage and clothes had to be discarded for fear of bringing the bugs home. I am extremely upset and believe my belongings should be replaced. I have photos of the bites with timestamps, as well as a doctor's note confirming bed bug bites. This incident happened during a work trip, causing me distress for the rest of the week. I request a prompt response regarding the situation.

My family and I are visiting from out of town and chose this hotel chain due to a previous positive experience. We came to Buffalo, NY, to attend a Trans Siberian Orchestra concert at the Key Bank Center. When we returned to our room on the 10th floor (Room [redacted]), located directly across from the elevators, we hoped to unwind. Unfortunately, our relaxation was disturbed by a group of individuals banging on a nearby door for an entire hour, using offensive language. The situation escalated to the point where law enforcement had to intervene. Despite contacting the front desk and speaking with the manager, no immediate solutions were offered. It is disappointing that the general manager was not available, and I am dissatisfied with the lack of assistance we received. This has been the worst experience we have had while traveling. While a refund seems unlikely, I urge the corporate office to address this unprofessional behavior promptly. Thank you, and I await a response.

I recently booked a room through Priceline with confirmation number [redacted]22 and quickly went to Aloft hotel. The lady at the front desk was extremely rude and unhelpful when I inquired about the hotel pool. Despite my polite request for information, she responded with a bad attitude and even threatened to cancel my booking. Frustrated with her behavior, I called Priceline to avoid any cancellation fees, but the automated system mentioned a $79 charge. When I attempted to discuss the matter with the front desk again and requested to speak with a supervisor, the same staff member declared she was the manager and refused to assist me, insisting I leave the hotel immediately. I don't wish to be charged for a cancellation fee due to her actions.

During my stay at the Aloft Seaport in Boston, I experienced poor treatment. The hotel lacked amenities like breakfast, had uncomfortable pillows, and no microwave, only a refrigerator. I had to order delivery multiple times due to the limited options in the downstairs store, adding extra costs to my trip. The front desk service was lacking, with staff appearing surprised when approached. Ordering food was a hassle, as they made it difficult for DoorDash employees to deliver to the room, despite the need for contactless service during Covid-19. An incident where I inquired about my food delivery resulted in a rude response from the front desk staff. Additionally, a manager's disrespectful attitude and unprofessional behavior further soured my experience. The inconsistency in the information provided by different front desk staff added to the frustration. This experience has led me to vow not to stay at an Aloft hotel again and I believe the staff should receive better training to prevent such incidents in the future.

I am uncertain if my debit card was used as my husband and I booked the room online to save money. Surprisingly, I noticed charges totaling $[redacted], $15, and an additional $20 at the parking garage in Aloft, making our stay unexpectedly pricey. Unfortunately, due to concerns about missing my husband's court date and battling COVID-19, we didn't even spend the night at the hotel. As I was unwell, I couldn't recall my online banking password to address the charges promptly. After finally visiting the bank and speaking with the manager at TCU, they advised I could dispute the $[redacted], $15, and $20 charges. Despite my attempts to contact the front desk and resolve this issue, I received no response. This incident occurred on April 10, [redacted].

My stay at Aloft in Cleveland, Ohio left me very disappointed with the room's cleanliness. This was my first experience at this type of hotel, and I was excited about it. Unfortunately, the ice bucket tongs were covered in mold, there was a suspicious substance resembling blood on the light fixture, and the bathroom floor was dirty. Due to time constraints for an event, I couldn't address these issues with the front desk and my social anxiety made it challenging to do so in a new city. I looked for alternative rooms online, but none were available. Traveling during the pandemic already made me anxious, and this was my first hotel stay since [redacted]. I had to wear flip flops in the shower, and we left quickly. The price paid for the room didn't match the experience. I brought the tongs to the front desk and have photos if needed for proof. I hope for better standards in the future.

During our recent stay, we experienced extreme noise coming from the room next to us, including slamming doors and yelling. Despite contacting the front desk twice, the disturbances continued throughout the night. The front desk's response was disappointing, offering only earplugs as a solution and stating that the noisy guests were valued regulars who were gamers. This lack of adequate action and disregard for our comfort was frustrating. The noisy neighbors finally quieted down around 4-5 am, leaving us with minimal sleep before work. Upon check-out, I expressed my dissatisfaction to the front desk, only to be met with a dismissive attitude and a mere breakfast coupon offered as a token gesture. The nonchalant response and lack of empathy further highlighted the poor customer service we experienced. It was clear that our concerns were not taken seriously, and the excuse given for the disruptive guests was unsatisfactory. The whole interaction left us feeling undervalued and unappreciated as guests.

I am currently on hold with customer service. I have a booking at the Columbia, SC Aloft Hotel with my wife, but after waiting 4 hours for our room, we were told there are no rooms available. This is despite being told to return at a specific time. The service has been disappointing as they gave away available rooms to walk-ins. As a veteran truck driver who frequently stays in hotels, I have never experienced such poor treatment. The nearby Holiday Inn has immediate availability. I am seeking a full refund for the inconvenience caused by the mishandled reservation at Aloft.

Hello, I'm writing to share my recent experience with booking a room at ALoft in the Domain, Austin. I mistakenly reserved a room at the downtown location instead of the intended destination. After realizing my error upon arrival, the downtown reservation was canceled, and the Domain hotel accommodated me for the night. Upon reviewing my bank statement, I was surprised to see that the charges did not align with my expectations. The original downtown booking was $[redacted].18, but ALoft Domain charged me $[redacted].33 and an additional $50.00. These discrepancies have left me somewhat puzzled as the prices I saw on the website did not match what I was billed. Any assistance would be greatly appreciated. Thank you, K. Rogers

Unfortunately, my son received a positive Covid test result this morning, meaning we will need to cancel our upcoming trip. One of the nights was booked at Aloft in Tucson, and despite reaching out to both the hotel and Expedia with confirmation number [redacted]4 for Dec 22, they are unable to cancel the booking without charging for the following night. I understand policies are in place to protect against financial losses, but as a loyal customer who has frequented your establishment, this experience has left a bitter taste. Although we have enjoyed our previous stays, regrettably, this incident has led us to decide not to patronize your establishment in the future. Best, D.M.

During our recent stay at the Aloft Hotel Fort Worth, our check-in experience was marred by confusion and rudeness. Despite having one reservation, the front desk claimed we were a no-show due to a credit card issue which was inaccurate and poorly handled. This led to our reservation being canceled and us being offered a room with only one king bed instead of the two queens we had reserved for four people, making our stay uncomfortable and cramped. The staff member we interacted with displayed condescending behavior and lacked professionalism, leaving us with a negative impression. Following a disappointing night of inadequate sleep, we encountered further issues at checkout when an unexpected charge of $[redacted].99 appeared on my credit card. Despite assurances from a different staff member that the charge would be refunded, it was not processed promptly as promised, causing frustration and inconvenience. This lack of follow-through and unresolved billing concerns have left us dissatisfied with our stay at the hotel.