repeat guest, multiple rooms... last years stay included breakfast, this years stay...

GetHuman-psaustru's customer service issue with Aloft Hotels from July 2018

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The issue in GetHuman-psaustru's own words
repeat guest, multiple rooms... last years stay included breakfast, this years stay did not?!? Attempt to resolve simple issue ( breakfast voucher request) turned into over complicated . Hotel personnel on duty couldnt make such a magnanomouse decision , " only manager" !?! Manager not on duty. Call to Aloft customer service ( Mr. Hunter) could not be assisted without * digit reservation number. I had gotten * digit confimation numbers for our multiple rooms but the customer assistance line couldnt allow me to talk to anyone without the * digit numbers!?! Customer assistance also couldnt resolve or reserch problem , or call me back. Hunter said there was nothing he could do, he could not call hotel, he couldnt allow me to talk to a supervisor, He couldnt even bring it up in a meeting to try and fix it for futeure guests???? My suggestion is to empower your employees to make guests feel welcome and valued. especially repeat guests with multiple rooms. Additionally our reservations were messed up and we can only stay * nights of our * nights training this year , then we have to move to another hotel...... I just dont think yall are trying very hard. you should also allow your call centert to make calls so they could call the Hotel and get the all-important * digit number that lets the call center assist customers needing service. Now I just wasted relaxation time writing you AFTER trying in person and on the phone.... Not enjoying my stay and I just got here. Im now the pain in the **** guy.... Everytime I walk through the lobby , I will be known as the pain in the **** guy.... not what I had in mind when I made my reservations...

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Aloft Hotels

Customer service issue
Reported by GetHuman-psaustru
Jul 23rd, 2018 - 3 years ago
Not resolved
Seen by 20 customers so far
Similar issue to 73 others
0 customers following this

Timeline

GetHuman-psaustru started working on this issue
Jul 23rd, 2018 12:31am

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