Brenda C.
My niece and her husband were driving from north Colorado toward Mississippi, and Amarillo was their halfway stop. I booked the room for them through the hotel’s app and called Charles to explain they wouldn’t arrive until 5 am. We knew checkout was at 11am and only needed a few hours’ sleep before their next 12 hours of driving. But when they arrived, they were told there was no room because Charles hadn’t handled it and it had been marked as a no show. I called the hotel and a young woman said to contact hotels.com to see if they could reactivate the booking and send it back over. After all that, hotels.com reactivated it, and I called the hotel again. They said they’d spoken with the general manager, who would comp the room and refund me. I hadn’t asked for that, but appreciated the gesture, and they also gave the guests a 1 pm checkout instead of 11am. It’s now 24 hours later and I still haven’t received a refund or even an email saying it’s being processed. Don’t promise something and then fail to follow through. This whole mess was avoidable, a huge inconvenience for everyone, and shows poor customer service and communication.
