Oct. 7, 2006
I arrived at the hotel and went to the front desk to check in.
The desk clerk was checking my information in the computer and I asked her if there were any suites available as I had called the hotel a week before my arrival and and was assured that I could upgrade to a suite.
She immediately began to yell that if I wanted an upgrade I would have to pay for it.
When I went to my room, I took the AAA Tour Book back to the desk and showed her where it specifically stated that the reservation could be upgraded if a suite was available and it would be free of charge.
The same desk clerk started to yell again stating that she had told me when I called that I could upgrade for a charge and that was "her" rules. In fact I had spoken to a gentleman when I had called the week before, I never spoke to a lady. I asked her why she was raising her voice and if this was the way she spoke to guests. She completely ignored me and just kept on yelling.
I asked to speak to the manager and she told me she was the manager when in fact the manager's name was clearly displayed on the wall.
She walked away from the desk and the manager came to assist me about 10 mins. later.
This incident was very humiliating as other guests were present. I am writing this review because this kind of behavior was totally unacceptable and hopefully no other guests will be treated in this manner.
Overall service was great and the staff as a whole were very courteous and helpful.
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