Jaselle E

Review of Royal Equitor Inc O/A Four Poi...

Where do I start? I have not been able to even sta...

Where do I start? I have not been able to even stay at the beginning to even write a proper review but based on phone conversation.

A friend and I wanted to book this hotel for Anime North convention as it is one of the hotels listed on their site. However, it took a good week until we got that booking--of course we were booking this as most of the other hotels were full. So a week later we got out reservation---later on, it was mutual decided that we would look at other hotels as the service that we got was iffy. Also, we called by phone hoping that would be easier.

I called yesterday asking to cancel the reservation, mind you when they gave me a reservation confirmation number, I was told that they cannot do it because it was too short. And a person who has anxiety, I start freaking out because I have been getting unprofessional emails from them, with a very weird layout--it does not even have the hotel's banner, as you would expect from a professional hotel giving you confirmation number about your reservation/cancellation. I also did not want to get charged because we did call at least a month before the expected arrival time.

I digress, I called again today, and my god. The person who was helping me, I asked if it has been cancelled and she just went "Yes, it has been cancelled" after I asked if she could make sure that my name is spelled right because the day before they told me they will send me a confirmation email about the cancellation--which I did not receive. During the call, I got an email stating that my reservation has been confirmed and with a status saying "CXL"
A guest will not understand what "CXL" means. I don't understand how this hotel caters to guest when they can't even begin to train their own staff about proper guest management and effective customer service.
As I continued to talk about to make sure that the reservation has been cancelled because at this point, I'm panicking if it has been cancelled, the operator just HANGS UP ON ME. I was still talking for f***'s sake.

MY GOD. I haven't even been able to stay and she just hangs up on me? Isn't it on why you are working at a hotel is to cater to guests and be patient to whatever their needs? You should have known that hospitality is taken at college and they cater to their guests with patience regardless of the situation...

I'm not sorry for calling a lot of times just to make sure I'm not being charged. But to hang up on a customer while they are speaking. That's just rude. Real professionalism, real classy.

I will not be staying at this hotel at all or even in the near future. I suggest you all the same. If they cannot provide proper service through the phone and as marketed as being hospitable, I promise you they will not be as hospitable if you even go through with your stay because of that first encounter.

TL;DR: Customer service was horrible at this hotel--don't stay here. This hotel deserved no stars, however, not until I called the higher-ups in the states asking if it has been cancelled, they were helpful enough to not hang up on me and to confirm without rushing and be patient with me. However, the person who helped me did sound a little sleepy. That's the only thing that deserves one star, otherwise. I would happily write this review with no stars, if given the option, or even negative points. :)