2/10
Formal Complaint Regarding Reservation Issue – Graduation Weekend
To Whom It May Concern,
I am writing to express my deep disappointment and frustration with the service I received at your hotel during a very important time for my family my graduation weekend.
I made a reservation well in advance for 3 rooms, anticipating a full house due to graduation events in the area. On the day of arrival, I called the hotel around 3:30 PM to confirm our late check-in and spoke directly with a receptionist, providing my name and informing her we would be arriving between 7:30 and 8:00 PM. She assured me that all three rooms (which she confirmed at the time) would be ready for us.
When I arrived that evening, I was told by the same receptionist that one of my rooms had been given away by her manager because they “couldn’t reach me,” despite the fact that I had clearly called and spoken to her earlier. She then claimed she didn’t recall the conversation and asked who I had spoken with—again, it was her.
This situation caused a major inconvenience for my family, who had traveled to celebrate this important milestone with me. With all local accommodations booked, the nearest available hotel was over 50 miles away in Butte, MT, which was not acceptable or manageable late in the evening.
The lack of professionalism, accountability, and follow-through on a confirmed reservation October 2024
Garner
Estada d’1 nit (maig 2025)