2/10 Rating
Only providing a “star” because of location. My husband and I traveled 5 hours to celebrate my birthday. We didn’t get a chance to enter a room. We arrived late, and didn’t get a chance to talk to anyone face to face. We were instructed by the security officer (Officer Picot) to call the after hours number, and given directions to the location. We took one elevator and then a second one to the 49th floor. Once we were connected to a representative, Ann, She instructed for us to complete the pre check in checklist. It seemed we did not make a payment towards incident damages. We opted for the $35 ( I expect that to be refunded as well) selection and continued the process. Ann let us know that she can see that we’ve completed the checklist and to hold while a “background check” was conducted before giving us our room information. After about 5 minutes or so, Ann returned to the call, and informed us that our reservation has been cancelled due to my husband’s record that was found on his background check and someone from the safety department would reach out to us within the next 10-15 minutes. We informed Ann that he did not have a record nor has he ever been arrested. Her response was yes, I see. I immediately asked to speak to her supervisor. After holding for more than 10 mins, I was connected to Sierra. Before I could ask her why, when, how, and what is that about? She read through her script letting us know our room has been cancelled and we would be issued a full refund within 10 business days. And thanked us for choosing Kasa. I had to completely talk over her just to ask simple questions. She just kept saying “Unfortunately, I do not have that information and the decision is final.” It was a back and forth battle of me asking “why” and her scripted response. I then asked for her supervisor, Sierra stated there isn’t anyone else I could speak with, the decision is final. I then asked to be transferred to the “safety department “ to answer our questions. She declined stating we could go in this circle for the next 5 hours, the answer was final. Eventually, sierra ended our call. I called back, and was put on hold until my call was disconnected while “holding for a supervisor”. We sat in the lobby for an hour waiting for the safety department to call us.
This had me so furious! We just got off the road after driving for 5 hours on 3 hours of sleep. We have 2 very small children back home and was looking forward to a kid free weekend of R&R. It is now 10:41 CST and we have to find another hotel in Dallas because we’re too tired to drive back home tonight.
Thanks to the security team that helped us in anyway they could.