Gæstebruger
14. oktober 2024
If you booked this hotel back when it was still the Quirk, cancel or modify your booking or you will be overcharged!!! I booked my stay at this hotel for my son's wedding back when it was the Quirk. At that time, I was quoted an average rate of $301/night for my 5 night stay. Expensive, yes, but Quirk had a reputation as an excellent boutique, full-service hotel and this was a special occasion. Fast forward 11 months, and I receive a text from the Doyle Hotel to start my virtual check-in. Turns out the Quirk was sold in April 2024 to Blue Suede Hospitality group and rebranded as the Doyle Hotel in July 2024. It is now essentially an Airbnb disguised as a hotel. They employ a very low staffing model, and all customer service requests have to be handled virtually. There is no servicing of the rooms without an additional charge, and when a request is made, there is virtually no communication between the virtual CSRs and the on-site staff. Commensurate with this no-service model, their published room rates are now significantly lower than when I originally booked my reservation with the Quirk (which was essentially a different hotel) almost a year earlier. Unfortunately, the new Doyle model requires you pay the entire bill upfront in order to access your room, and I was unaware of the changes until after arrival. Once I became aware of the significantly decreased service experience, I requested that my room rate be adjusted to reflect the current published full price rate for the room I had reserved. This was $112/night average less than what I was billed, which totaled $560 over my five night stay. The "team" absolutely refused to make any adjustment in the exorbitant 50% overcharge, even after finally acknowledging that they were employing a completely different service model than when I booked with the Quirk. Before getting to that point, I had to make three separate calls to the customer service “team”, always being promised to get a call back within a certain time frame and always having to reach back out to them when I never received a call back. Their only concession was to provide me with one “complimentary” servicing of my room (a $60 value). I won't reiterate the complaints already mentioned by other reviewers (impersonal vibe, lower than expected cleanliness and lack of security) except to say that that was my experience as well. I have been traveling for nearly 40 years, and this is the WORST customer service I have ever experienced from a business in the hospitality industry. I could have overlooked the total lack of service if I had that expectation at the time of booking AND I was paying a room rate that was adjusted for that, but it was a real slap in the face to not only be treated so shabbily but also be required to pay 50% above market rates for the privilege! This was just a variation on the classic bait and switch scam—I booked what was advertised as a full service, high end hotel and received an Airbnb instead
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