Michele S Hcu

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 Verified Reviewer | map-marker Sacramento, California
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Hotel Clerk Messed Up and Manager is Refusing to Honor My Reservation

3.7
My review started out as a complaint but in a short span of <20 minutes it was turned into a resolved complaint and a continued happy customer. The phone number I received from pissedconsumer.com website to contact Cache Creek led me right to the manager in charge and he called me back promptly within 10 minutes of leaving the message. I explained to him the mishap with the receptionist telling us she booked our two night stay when in actuality she apparently only booked a one night stay and we drove three hours through the night to get here to be told that we had to leave less than eight hours after checking in and that was unacceptable because it was not our error and secondly there is no way wed drive this far to stay <8 hours. I further briefly explain that my husband is currently battling cancer and to celebrate his first month of chemotherapy treatment down we chose to come here for a two night stay to celebrate because he loves it here. Adrian, the Manager in charge today was super understanding, super helpful and fixed the issue within 60 seconds. We will now be staying our two full nights and enjoying ourselves instead of driving a total of six hours in a matter of a 14 hour span. Thank you Adrian! You are an exemplary example of a manager and your kindness and understanding will get you far in life.
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Pros:
  • Great customer service by management
Cons:
  • Humans who make mistakes like the rest of us

Preferred solution: Adrian, Hotel manager of the day, already provided The perfect resolution to our problem.

User's recommendation: Call customer Service and ask for the complaint line if you ever have any issues with bookings or anything else that the staff can help you resolve because ultimately they want you to enjoy yourself.

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