2/10 Rating
booked 2 rooms in st. petes and paid the extra pet fee. does not indicate that cats are not allowed.
get to hotel, check in and get into room with our cat.
then we get a phone call from the front desk manager, an extremely unprofessional man with super long fake nails, who tells us that cats are not allowed and we have one hour to vacate if we wanted our money back.
ridiculous.
bad website, bad information, and the worst customer service ever.
just to add, had family visiting from NYC. we drove 2 hours to get to hotel. they allowed us to check in with cat (they saw the cat) just to have them kick us out. But the manager did offer that if we were willing to pay a $500 pet incidental fee (on top of the $100 we had already paid) we could stay. sounds like extortion if cats are not allowed period. paying the extra money was not an issue, but on principle, at that point, we didn't want to stay there .
lastly, giving us 1 hour to find a new hotel at the last minute on a friday in early august in the florida heat with family from out of town and of course the cat...a true nightmare.
Would never ever recommend any Mint House location to anyone for the above reasons.
Again, this establishment is in the industry of hospitality which all their staff lacked except the bellboy.
one last thing to add...my husband works in the hotel hospitality industry for almost 30 years now. His brother in law (who was with us from NYC) has been working in hotel hospitality/buding GM for more than 30 years and both... both agreed adamantly that they way the staff handled the above was unprofessional and not in good service. If either were faced with the above, both said they would have handled differently.
my advice also is to change bookings on websites for the pet incidentals... needs to include that its only for dogs
**and just to add as well...
the comments/responses made by "KASA" (in reading the reviews of others now) are terrible. If a cust has a rave review, then the responses made by owner KASA are great.
But if a customer has a real gripe or any negative feedback, the responses are borderline gaslighting from the owner. Meaning, the owner's comments defend their staff and their procedures by invalidating their customer's experience during their stay. I understand having to stand by the company one owns/works for, but that being said,it should be done in a manner VALUES paying customer's and their opinions. no one goes/pays for a vacation stay with the hopes to have things to complain about...if anything, the opposite. And being an owner/manager means taking the high road to keep a customer happy...if that's paying/voiding a bloated valet charge, then just do it. why allow a cust to write a poor and public review
rather than jjust taking care of the customer's issue. also, compensate a customer that paid double for a room rather than dismissing it with a procedural response "if you contacted us earlier we could have refunded ". that's ridiculous...if you could have refunded X time ago, you can refund that customer now too.
sound like owner KASA also likes to hide behind the phrase "we were undergoing a management change therefore...". I don't mind the explanation so a customer knows that maybe things will be different under a new management, but I see no actions on the part of the new management to actually make the changes to accommodate their customers.
I too work in customer service and one of our rules is.. at the end of day, if a customer really is unhappy and states they will complain, write bad reviews, dispute charges on cc...we make the customer whole one way or another.
all I see from owner KASA are excuses that borderline being rude and just poor customer service.
***lastly, adding a screenshot shot where KASA responds to a another customers complaint stating that "we were committed to the safety and comfort of all pets" again, does NOT INDICATE that pertains to only dogs