Rebecca is—as this story is being posted—locked out of her room at the Hotel Monaco in Denver, Colorado, where she’s attending a work related conference. She accidentally left her wallet and cell phone in her husband’s car on the way to the airport, so she’s trying to make do with a passport and debit card that she had on her when she realized what had happened. Hotel Monaco told her she had to have the room paid for by 5pm today, but while she was attending the conference this morning they changed their minds and locked her out at 12 noon.
I’m a longtime reader of consumerist and could definitely use y’alls help in my current situation. I am on a week long trip to Denver for a conference. The conference has been good, but the trip has been plagued with mishaps. I forgot my cell phone and my wallet in my husband’s car when he dropped me off at the airport….Luckily I had my passport and mini-wallet which contained my debit card. By the time I realized my phone and wallet were not with me, my husband was long gone and the verizon payphone at the airport would not allow me to call his verizon cell phone. So, no phone, no credit cards, but I figured I’d be okay for a week with a debit card.
Checked into the Hotel Monaco Denver on 2/29/2008 with no problems. They swiped the debit card and gave me my room key. All was fine until yesterday evening, 3/5/2008 around 5 p.m. Denver time. I get a call from a Lisa at the front desk who states that my card is not authorizing. As I’m not checking out until Friday afternoon, I ask why this is a problem. Apparently, they need authorization or I will just walk out of the hotel without paying. I am stunned that Lisa has just said this, and remark that I do not appreciate being called a thief. She tells me that I can bring a check down to the front desk to cover my expenses, and that is what I do. Face to face, she continues to be rude and insinuate that I am not going to pay. I write a check and explain that I am using my debit card (due to forgetting of the wallet) and that my husband will be depositing money into my account tomorrow to cover my stay. She says that that will be fine as long as the funds are there by 5 p.m. tomorrow (Thursday, 3/6/2008). I’m still a bit shell-shocked from being called a deadbeat and a thief, but I had an evening conference to attend.
Fast forward to this morning, where I had a conference from 8 am until noon. Afterwards, I stop and pick up a Arby’s roast beef sandwich to go. I plan to eat in my room before I go to my afternoon and evening appointments. When I get back to the hotel, my key does not work. I go down to the front desk and they call the manager, Tim, who tells me that they still cannot authorize the card. Again, as I explain to him, my husband will be depositing sufficient funds this afternoon because I only have my debit card. I also explain I have no cell phone and no other cards with me. I am then told that until they receive authorization, I will not be allowed in my room. I again state that I was told I had until 5 p.m. and that is also what my husband was made aware of. I am again told that I will not be allowed in my room until they have authorization. Tim also echoes the sentiment of the manager of the previous day and states that he does not believe that I will pay for my room.
At this point I am extremely frustrated, I was told I had until 5 p.m. to have the authorization go through, I have no cell phone, and I WAS NEVER TOLD I WOULD BE LOCKED OUT OF MY ROOM if authorization wasn’t there by noon. I have been accused of being a deadbeat and a thief and treated like trash. To add insult to injury, my sandwich is cold and my monthly girl time just started. So I’m also starving and without feminine hygiene products. It’s also really cold here in Denver and I’m in a skirt and heels.
I’ve emailed the Kimpton hotels customer service and got the standard sorry for your inconvience reply. However, I am absolutely furious at what has occurred and I’m locked out of my room. Any advice or publicity you can give to my plight would help, and the sooner the better. I have access to email at the convention center, but that is my only form of communication.
Our first thought is, can you contact anyone at your company to provide some emergency assistance? Almost every company or department has access to some means of paying for hotel rooms remotely, so it might be time to call in a favor or two. We also want to know if you’ve tried buying a long-distance calling card at a nearby gas station or drugstore and then getting your husband on the phone to make things right.
If this happens again (we know, we know, it won’t), we’d seriously consider FedExing your missing items overnight. Yes, it’s extra money that you probably don’t have, but being stuck by yourself in a strange city without proper access to your accounts is too risky should an emergency occur.
Readers, any suggestions?
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@Tracy Ham and Eggs: The hotel isn’t entitled to her personal belongings just because she hasn’t paid them.
@BigBoat:
The Inkeeper Laws in most states permit the inkeeper to keep all personal property pending a bill payment. It’s on that little card on the interior of the door that no one ever reads.
@Tracy Ham and Eggs: Your right, the cops will laugh. I live in Colorado Springs-I called here locally to see what they would do in a similar situation. They stated that it was a ‘civil matter’ and basically, since they would be rather sure that the patron didnt have any receipts for the belongings in the room-she couldnt prove that they were hers. Nothing they could do.
Im with whoever said Windham (however you spell it). A friend of ours is a front desk manager at the Windham here locally and loves to help. Shoot a comment back to me if I can give any help!
Sorry for your situation.
Seriously, they should have done the authorization at check in. That’s irresponsibility on their part. Secondly, the room had to have been held by a Credit Card # – or else she could walk away from the whole situation now without getting slapped with a cancellation fee.
If this is the case – that it wasn’t held with a CC# – she should cancel the rest of her reservation, and make it only for the night – that way they’ll only need the money for the night to be authorized – which will be much less than for the full seven day stay.
If it WAS held with a credit card #, there’s no reason why she can’t call the company and have the whole stay authorized through that card. I would throw in a chargeback to any cancellation fees, as they’re technically refusing her service, and she should refuse to pay any fees related to times she wasn’t allowed use of the room.
She’s probably not vindictive like me, but I would at least consider dripping blood (or ketchup, whatever) everywhere in the lobby and putting up a stink that they won’t let her access any of her belongings.
@Quaoar: The “Innkeeper Laws” are not federal laws and therefore vary by state. I looked at the appropriate Colorado statutes and I don’t see anything granting Colorado hotels the right to keep their personal property.
I have to say: This person should not be traveling.
There are a ton of things that can be done, one of which is to have her husband pay for the room via the phone to the front desk! Husband gets on the line and pays for the room … rocket science huh?
The women has a “debit” card with no money in it, which means a checking account with no money in it? And the hotel tries to get the “check” verified and they see it has not money in the account and she wants them to trust her?
I am sorry, I have no sympathy for this women.
Lrn2BeFinanciallyResponsible
Sounds like her own damn fault. In this day and age, there’s no excuse for this sort of thing. The number of ways to get funds to the hotel are near infinite, many having already been documented by previous comments. If she couldn’t be bothered to persue any of them, then maybe a time out in the cold is what’s warranted.
If I’m not mistaken, the Hotel Monaco series of hotels is pretty upscale, as are most Kimptons. This isn’t some Motel 6. As others have mentioned, the room would have had to be reserved with a credit card number. In addition, they have a debit card number *and* a check from this woman, so they know everything they could possibly need to to recover money from her.
Given these things, locking her out is inexcusable. It’s reasonable to expect an upscale chain like that to have better customer service. Also, kityglitr is right, the hotel should have authorized her card right up front, before even giving her access to the room. If they had, she might not have a room, but at least she might still have all her things.
Unfortunately, it seems that the management at this particular hotel is blind to its own mistakes. Also unfortunately, she is pretty much without recourse while on the spot. Until they get their money, she is at their mercy. However, after the fact, I hope she launches an EECB of epic proportions.
@kbarrett: too late for that this trip.
@nightSteel Actually most Kimpton hotels are only middling at best. They’re high on the hip factor but not the best customer service I’ve ever had. As for the the hotel rates … they’re usually only about $160.00 a night (SF, DC, Chicago) which can be bargained down with a business discount. The service though varies from city to city. A Monaco/Palomar at a 2nd tier city like Denver ( and Denver, you know it’s true) isn’t going to to be on the cutting edge of guest relations.
I also agree there is much she could do — such as call her company, her husband, have money wired, etc. But I do agree that the hotel staff seem inconsistent and incompetent, and to lock her out when they’d said they wouldn’t is underhanded (though, like I said, she does have recourse, she just needs to contact someone with the ability to pay).
So, I can see it both ways, but I urge the OP to post her experiences on Yelp and Trip Advisor so that other consumers can decide if they want to put up with the obvious staff issues here. I don’t think I’d want to stay at a place like that (and I’ve never had an issue, mostly due to obsessive overplanning ^_^).
That was the best response in this thread……….@howie_in_az:
@NightSteel: Yup. I’ve stayed in Kimpton hotels all over the place. They’re upscale AND very very customer-oriented. Hell, I stayed in the Hotel Vintage Park in Seattle two times over the course of two years, and the bellhop, who took care of me the first time, made sure to greet me by name the second time I stayed there. So, the Monaco’s reaction to this situation is pretty bizarre. I would definitely get the executive office involved ASAP to at least tell them what the hell happened. I think they will take the situation rather seriously.
For those of you who are playing “blame the victim” – give it up already. You don’t know if the woman is a novice traveler or what her full story is. Travel snafus can and do happen. Would you be blaming her as much if her purse, cell, etc. had been stolen instead of just forgetting it?
@kbarrett: I assume you’re not serious, but just in case:
1. She forgot her wallet, which presumably is where one would keep a spare $500.
2. Carrying $500 in cash while traveling is just asking for trouble. Nevermind pickpockets and muggers (very real possibilities around airports and hotels), but suppose you lose your wallet, as she did — only you’re not lucky enough to lose it in your husband’s car? Now you’re not only without a credit card, license, etc. — you’re out $500.
This is Rebecca. I’m actually FINALLY back in my room, because my authorization finally went through. I did want to clarify a few things, though.
1. My credit card was pre-authorized when I made the reservation. When I checked in I used my debit card, which authorized at the time. The first time I was ever made aware that there was a problem was yesterday evening, AFTER my bank closed. I live in the country, so for my husband to fax a form would require a fairly decent drive with two children.
2. I explained the situation and made arrangements yesterday evening with Lisa, the front desk manager. I explained that my husband would be depositing 2k in my bank account today (which was the first time he could because they didn’t tell me there was a problem until last night) and that it would all be taken care of then. She then stated that as long as it was authorized by 5 pm Denver time, I would be fine. There was no mention of being locked out of the room or anything else at that time. I was not even concerned about it, because I knew my husband was going to deposit the money. I did exactly what I told them I was going to do and what was agreed upon yesterday. If they had told me early enough yesterday, as in before the bank closed, it would have been resolved yesterday. Hotel Monaco told me one thing and did another.
4. No one likes to be treated like a criminal and I absolutely was directly accused of planning to steal from the hotel more than once. The conference I am at is a fairly high profile medical conference. I have a hideous blue nylon lanyard pouch thing and scannable badge for my attendance. My credentials are easily verifiable, not to mention that my career is far more valuable than ripping a hotel off for a weeks stay. The crazy thing is, I was enjoying my stay and planning to book with the kimpton hotel family on a few trips I had coming up. So instead of having a loyal customer, they have a post on the consumerist.
5. The worst part was realizing I had begun my time of the month, a situation easily rectified if I COULD GET INTO MY ROOM!!! Instead, the walk of shame at walgreens and then I had to find a public bathroom…
6. I still don’t know what shenanigans the front desk is up to, because when I returned this afternoon, knowing the money was in there, it still wouldn’t authorize. I had them do it piecemeal, first a thousand, then four hundred, then I went to the lobby atm and got 260 in cash and that worked. While I was doing that, another guest came up and said that her card had not authorized last night but it should now, and they re-scanned her card. She didn’t appear to have been locked out of her room like me though. I feel like my room should be pro-rated since I was allowed to use it for almost 10 hours, but they have offered nothing.
7. Finally, still no apologies for how I was treated and tim the front desk manager was standing right there when my payment went through. He did not say a word or even make eye contact.
I work in a hotel as well, and you wouldn’t believe how many people scam them. And locking you out at noon? Not something they did purposely. If your card wouldn’t authorize, their system probably changed your check-out date to that day. And since check-out time is typically 11 or 12, the system locks out keys around that time. It’s not something they did maliciously.
Granted, I don’t understand why they didn’t let you back into the room to get your things- there’s no reason to keep your belongings, since (no offense) they’re pretty much worthless to the hotel. And I don’t know why the front desk didn’t have you contact your husband with a credit card authorization form. And unfortunately, almost every hotel has some front desk people who just don’t understand customer service.
But I believe the people who are saying it’s illegal for the hotel to hold your stuff and you should call the police are wrong. Technically, you left your belongings on their property and the room wasn’t paid for.
Also, not a novice traveler in any way, however, I am a novice to traveling alone. Husband=wallet=credit cards=no pressure on me to remember. No husband, no phone, and I wind up like this.
Very simple solution to this that others have already stated: Have the husband give the credit card number over the phone. Ta-da!
Ridiculous staff at this hotel though to throw her out before they said they would. AND YET! the lady shouldn’t be so angry that they mentioned she might run off without paying if her card has no funds. This is common sense – sometimes people don’t pay for stuff. Lisa was just explaining this in answer to the question “Why is it a problem that my card isn’t authorizing?” (Even better answer: “Duh.”)
Per this page:
[www.kimptonhotels.com]
The email format is first.last@kimptongroup.com
And here’s some great candidates for an EECB:
[www.kimptonhotels.com]
I’m a bit confused by the details of this incident, but I’m willing to believe that she isn’t intentionally trying to scam the hotel. Why on earth would she post about if this were a scam?
I also agree that the hotel doesn’t seem to have tried very hard to help her pay and that it seems she has more options. Hopefully, something will resolve in her favor before the evening!
That said, I learned something interesting last week that was new to me and may apply in this case. If it is old news to the veterans, I apologize. For my VISA debit card, any money I transfer into my checking account is not ‘seen’ until 24 (or perhaps just one night, I don’t know) after I make the transfer. I transferred funds in order to buy something online, but the transaction couldn’t be authorized. I had to wait until the next day in order to pay using the card.
OMG. I work right across the street so I’m going over to give them hell.
I’m in the same boat as the other “is she scamming” people, but let’s assume for argument’s sake she is not.
What really baffles me is how do all you folks can know the next steps to rectify this issues: i.e. faxing copy of CC, and the hotel manager does not? I find it hard to believe that this is the case, seeing as this is what they do for a living and surely this instance has occured previously.
So…that leads me to my point. My suspicion is someone started with a poor tone, then it probably escalated to a point where they no longer wanted to help. Bad customer service, or bad customer? Only the manager and her would know.
Or she’s totally scamming
.
I was in a similar predicament myself once…I was robbed at gunpoint at high noon in the hotel lobby during a business trip. Lost EVERYTHING, including ID. The company wired us cash, and arranged credit card payments with one of our colleague’s credit cards for anything we needed. (Fortunately, after the robbery, the hotel opted not to charge us for the rooms…though the yokel we first were talking to at the front desk was trying to get us to give her another credit card number before the manager stepped in and basically offered us the world for what we’d just been through). It was never a problem. It honestly should have taken all of 10 minutes for her to work out with her husband or company and the front desk.
As for getting our flight home…we had to have a detective escort us through security to ensure we wouldn’t get hassled.
As a former hotel desk manager, I am certain the poster left out a few inconvenient facts.
The first is that I was not in the business of pissing off customers, and I most certainly was not in the business of failing to pursue payment. I worked with people who found themselves out of pocket frequently.
If they were genuine, there was always a solution – typically involving a CC company’s assistance, but also involving Western Union. As other posters have said, FedEx is a beautiful thing, too.
However, there were a few thieves. I most certainly appropriated some property in my time under an Innkeeper’s Lien. Sometimes I got cash to cover the bill, other times it was just a loss.
Something else…if she is at a professional conference, why is it that nobody offered to assist her? There was nobody she knew well enough that would be willing to front the use of a credit card in anticipation that it would never actually be charged?
I smell shenanigans. I just don’t buy the story as remotely near complete.
I am a frequent guest of this chain, and at least nationally and where I’ve stayed, they have great customer service. Its a Kimpton Hotel [kimptonhotels.com] so I would try calling their national desk and go around the local branch – they aren’t as autonomous as some companies so maybe they can help.
1-800-KIMPTON (1-800-546-7866)
@Trojan69:
No shenanigans here actually. I made arrangements last night with lisa, hotel monaco decided this morning without telling me that they didn’t want to honor the arrangement we had made, namely, that my husband was depositing 2k in cash (for immediate availability) into the account the debit card was linked to.
So until they pulled the rug out from under me at noon today, I didn’t feel I needed to borrow a credit card or make other arrangements because I knew the money would be there before the time Lisa told me it needed to be there. As of right now, the hotel has received all of their money. I still have no apology and I was charged for a full day today, despite being locked out.
@Trojan69:
This is Rebecca. Sorry, no shenanigans here. I made arrangements last night with lisa, the front desk clerk, in that my husband would deposit 2k in cash (for immediate access) to the bank account that the debit card was linked to. I also wrote them a personal check as another form of security. I was told that I had until 5 pm today for the authorization to clear and I was fine with that because I knew my husband would transfer the money.
Again, Hotel Monaco, without informing me, decided at some point that the agreement that we made was no longer good. Then they locked me out of my room. Less than 1 hour after I was humiliated in the lobby and accused of being a thief by Tim, the money was in the account and available.
So for everyone wondering why I didn’t make other arrangements or borrow a credit card, I knew my husband was depositing the money for me and didn’t have any clue I would be treated like a criminal by Hotel Monaco. The money could have even been available to them yesterday IF they had notified me of the problem during banking hours.
Hotel Monaco has been paid in full. When I check out tomorrow, I will be more than happy to fax my bill to the consumerist editors to show that I fulfilled my obligation. I was even charged the full days rate for today despite being locked out from 8 am to 4 pm. It is now 8 pm in Denver and I have no apology for how I was treated.
Your customers are not your enemy! Policies are good and not getting ripped by scumbags is also good, but if you do it at the expense of an opportunity to help a customer you just shouldn’t be in business. This was a perfect opportunity for for a hotel like this to demonstrate why they are an upscale resort by going out of their way to help a guest. Comp a meal or even a few drinks, sympathize with the situation (no matter how strange), and oh, by the way, do you think your husband could call in that credit card over the phone or by fax?
@kbarrett: That way you be the muggers favorite mark of the day!
Afterwards, I stop and pick up a Arby’s roast beef sandwich to go. I plan to eat in my room before I go to my afternoon and evening appointments.
This is pretty stupid. Call your husband and ask him to read your credit card number. The front desk can punch in the numbers manually. Problem solved.
This woman must be some kind of noob traveler. When I go out of town for conferences or meetings, the first thing I check is for my wallet, id, etc.
With e-ticketing – you can’t even get on a plane without a driver’s license.
I thought the whole advantage women had with carrying a purse was not forgetting crap that guys always forgot!
I would also agree with the post on carrying AMEX – their customer service is second to none, especially as it regards to travel. Thats the only reason I would keep it over a VISA / MC.
Her husband must be the suckiest guy around if he didn’t send her some cash or fedex her stuff to her pronto when he found out she left her valuables.
Dude – your wife is in a “strange to her” town with no wallet – wake the eff up and get your butt in gear and get her some help. Not by 5pm the next day. RIGHT – THE HELL – NOW!
Rebecca -
If you’re still without a cell, go back to Walgreen’s or just about anywhere and pick up a cheap prepaid — a $15 Tracfone is fine, Cingular/AT&T and Virgin Mobile also have sub-$20 units; if your regular cell is AT&T or T-Mobile, it’s a cheap spare that you can put your regular SIM into (I do this for client sites where I am not allowed to carry a camera phone). Since you have Net access, activation should be no problem, and your husband can program your regular cell to forward calls (quick Google search). This will cost about 10 cents per minute (YMMV) on top of the same or more for the prepaid per-minute charges, but I can’t imagine being out of (reliable) touch for so long.
@kbarrett: “Always have $500 in your wallet while traveling.”
I wonder why thieves target travelers…
Apparently they can’t use a manual card or take the numbers over the phone. They said they needed a form filled out with all of the information and faxed over. My husband would have had to drive 30-35 minutes one way to a kinkos, wait for the form, fill it out, and send it back. He was very concerned about the possibility of identity theft/credit card by this method.
As soon as it was brought to my attention that the card was being declined, my husband planned to deposit the money in my account. Like I said, the first contact I had with them regarding this problem was yesterday evening. I even went down and wrote them a check and told them he would deposit the money tomorrow. Lisa, the front desk manager, agreed to that. Suddenly today, someone decided to lock me out of my room. Less than an hour after I was told by Tim that they didn’t think I would pay, the money was in the account. Shortly after that, they were paid.
Interestingly, while I was paying a woman came up to the desk clerk next to mine and stated that she was told yesterday that her card was declined but that now it should work. As far as I know, she did not get locked out of her room because of it OR get accused of planning to leave without paying.
I still have no response from them. Apparently, I’m not even worthy of having my issue ‘taken seriously’
@Black Bellamy: I do a fair amount of international travel. When I go to Japan, No mention has ever been made of payment until checkout.
From the sound of things, this hotel is being extremely classless. I’m quite surprised to hear of a Kimpton hotel doing something like this, given their “luxury” branding. That category usually makes ass-kissing a priority, since they’re charging a lot more.
@DallasPath: I really hope you have somewhere to stay tonight.
Speaking as someone who takes orders over the phone, you can manually enter a credit card number if you confirm the customer’s billing address with the credit card company. Granted, I don’t know how their point-of-sale systems work, but they usually have that kind of work-around for times that credit cards won’t swipe.
I am the manager at a Best Western and I can tell you that the person who checked her in obviously did not pre-authorize her debit card for the total amount. Then when they realized their mistake later on and tried to re-authorized it for the correct amount, it would not go through. So instead of letting her know and giving her the benefit of the doubt, they accused her of going to try and steal. Very poor customer service indeed. But what’s worse is that the manager decided to side with his employee’s mistake instead of fix the problem quickly and quietly.
Hotels thrive on repeat customers. Now not only will Rebecca never stay at that hotel again, but neither will her company, family, and friends (which in this case now includes every Consumerist reader).
Wow!!! What lengths people go to. I have worked in hotels for over a decade now and am still surprised by people’s reaction to hotel payment procedures. We hoteliers are suppose to trust our customer’s to stop by at the end of their stay and pay? “Mr. Rental car guy I will stop by at the end of my use and pay without giving you anything to guarantee I will ever even bring the car back”? “United Airlines, I was hpping I could pay you once I got to Hawaii”? It seems to me that in no other business is credit expected so indiscriminately as the hotel business. I personally have been burned by the person who I thought looked trustworthy enough only to findout that they were not as honest as I thought they looked. Hotels have no way of insuring you will ever stop by the front desk again once you are given a room key. You could checkin go to the room and immediately walk out the back door with a Plasma TV (true story, happened to me). I am suppose judge peoples trustworthiness how? Clothing, business card, height, race? It is ridiculous to ask employees to judge. Unfortunately, the scammers who go to incredible lengths to get over on businesses have ruined the “trust me now, I will pay later”
Thanks for the reply.
Your husband was more concerned with potential fraud than he was that you were in such horrendous straits? You have my sympathy. Perhaps you may be checking out of more than a room?
The clerk who originally checked you in should be fired. She failed to capture enough to cover your stay. No excuse.
Now, does or does not that place use a check acceptance firm like “Check-Free?” If they do, and I bet they do as a condition of franchise operation, they would have their authorization OR you would have been rejected. Was anything mentioned? Bad on them if it wasn’t. Be sure to include this in any communication you may have with this firm.
Was there no bank you could have gone to for a wire transfer from your husband? Why not?
I will be most appreciative if you will do a follow-up as to what, if anything, you hear from this company.
You owe neither me, nor anyone else, an apology. Best of luck to you.
@renilyn: Do cops in Colorado Springs have nothing else to do than answer hypothetical questions? In Philly, the cops would have arrested me for wasting their time.
As for the woman with the hotel, this was a work conference, why the heck are you paying for the hotel? Couldn’t your husband just give the clerks yor cc number over the phone in the very least?
Did you go to a conference for idiots?
Sounds like the whole problem is that this “Hotel Monaco” dump has a crew that doesn’t communicate with each other. Although many people here seem to like “Monday Morning Quarterbacking” what she “should have” done, the Hotel people screwed up royally. Losing stuff happens to people travelling – add to the mix the TSA gauntlet and silly arbitrary airline times to be at the gate (to watch your plane get delayed a couple hours…) and basically shit happens.
Decent customer service, if not human respect ought to have the counter-monkeys working for a solution instead of screwing with this lady. Call her husband, get a CC number, problem solved. Duh.
Surely a “mid” -scale or “upper” -scale hotel has a pen and a paper somewhere on the grounds where this manager “Lisa’s” arrangement could have been written down and communicated to the day shift. Probably the day shift manager has access to Lisa’s number and can verify the arrangement. The last thing they should be aiming for is to create a problem instead of a solution. I wonder if Rebecca’s skin color is black? I’ve had some pretty odd treatment at hotels, but nothing like Rebecca’s describing. It seems they really didn’t want to resolve this.
OK Rebecca, good you got back in your room and can sleep. When convenient, get your story summarized and begin your complaint to Kimpton Corporate. Here’s a place to start: [www.hoovers.com]
Write a detailed review on Yelp, don’t hold back: [www.yelp.com] Currently they show 4.5/5 stars, amazing from your description of the asshat service you’ve received.
I can understand them wanting to be paid for the room, that’s to be expected. But the way that Rebbecca describes being treated is inexcusable at ANY business, much less a hotel holding itself up as a class organization.
Enjoy the rest of your conference, and know that people have and will further be warned about this hotel through the magic of the interweb tubes.
Didn’t you ever see that movie Best In Show? Just ask to be put in the storage room!
I don’t know about everyone else here, but I’m LOST without my cell. I have maybe 2 numbers memorized, and if I had left it I couldn’t even have called my own house. So I can understand why she didn’t call the company, etc.
Love the web-site. I have never commented before but just received this explanation from the hotel in question. I wrote them, linking this article, and expressing some surprise at their ‘high quality’ customer service. Here is their side:
“Thank you for your comments regarding your most recent experience with the Hotel Monaco Denver. The guest in question that you refer to provided us with a credit card that declined. The guest then provided a personal check that declined and had insufficient funds. We worked with this guest diligently and with care to help her resolve this issue! Thank you for your concern.
Sincerely,
Allen Paty
Hotel Monaco Denver”
@woodenturkey: Please. a cat named ‘wooden turkey’ is going to ‘roll’ me! heehee!
hi rebecca,
next time i stay there, i will seal a catfish carcass deep into the wall for you.
best wishes!
You crazy?! If you don’t have money in your account you can’t expect the hotel to let you stay there. Don’t be pissed off at them, but rather be angry at your husband for waiting until the last possible moment to wire the money into the account.
@gea3: This is a joke, right? Can’t believe they would provide such details to just anybody…