2/10 糟糕
Tiana
与家人出行
2025 年 5 月 13 日
不满意：员工和服务
I recently stayed at TownePlace and had a very disappointing experience at check-in that I feel needs to be addressed. I had booked three rooms in advance through a third-party site, but upon arrival, the front desk agent, Philip, only checked us in for two rooms, claiming the third room had already been checked in by someone else.
We later found out that a family member—who had arrived earlier—booked a separate room because they were told they couldn’t check in under my reservation. I asked Philip if there was any way we could access the third room. Instead of helping, he flatly said we would have to pay their current rates and that even if there was an issue with the third-party booking, it wasn’t their problem. He refused to review the confirmation numbers I had on hand and kept repeating himself in a dismissive tone.
When I asked if the reservation might be under a different name (as sometimes third-party systems split names), he continued with an attitude, saying things like, “Why would you book under a different name?” I explained that I hadn’t, but that the system may have used my maiden name for one room and my married name for another. He showed no willingness to assist or even listen properly.
After I insisted multiple times, he finally checked the system again—and confirmed the third room was under my name. Still, he said we couldn’t have it unless the person who checked in came back, despite me being the reservation holder. His tone and refusal to work with m
Tiana
2025 年 5 月入住 1 晚