Vieraskäyttäjä
17. lokakuuta 2024
My experience at this hotel in Scranton, PA was not only frustrating but also deeply disappointing, especially given the circumstances. I was in town for my uncle's memorial service, and what should have been a simple reservation process turned into an absolute nightmare. It started when I arrived in Scranton and realized I never received a confirmation email for my booking. Concerned, I called the hotel to check if my reservation was in their system. To my shock, they claimed there was no reservation under my name, leaving me scrambling to book another place to stay at the last minute. However, the situation only worsened the next day when I noticed a charge on my credit card from the hotel. Confused and frustrated, I immediately called the property again, only to be told they still couldn’t locate my reservation. I had to personally provide my information to the front desk staff, who then passed it along to their operations manager. After much back-and-forth, I finally received an email from the operations manager who suddenly “found” my reservation. Despite the clear error on their part, there was no offer of compensation, apology, or acknowledgment of their incompetence. To make matters worse, I filed a dispute with Marriott Bonvoy, believing they would step in and help resolve the issue. Instead, the property had the audacity to lie to Marriott, claiming they had never received any calls from me. As a result, Marriott Bonvoy completely failed to stand by their customer, leaving me with no refund and feeling utterly disrespected during an already difficult time. This experience was not just an inconvenience—it was a total lack of empathy and professionalism during an already difficult moment in my life. The dishonesty and incompetence from both the hotel and Marriott Bonvoy are inexcusable. I would strongly recommend avoiding this hotel if you expect even the bare minimum level of service and integrity.
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