Theft by Deception when reservations made; False information given at check-in; Staff insulting law enforcement (family); NO HOT WATER,etc
Rec'd confirmation email for reservations made with c/c on July 4th for check in on 7/9 and check out on the 7/11.Called back and requested an extra day, so we rec'd confirm of 7/8 check in.As I made reservations,I asked for a smoking room and the highest floor.I was guaranteed a smoking room on the 15th floor.When I made 2nd reservation,I confirmed this info.At check in, informed us they had NO smoking rooms at all, but I could smoke at the pool.At the pool,I was approached by not 1, but 2, security ppl who humiliated me as I was informed to go outside the gates.The 2 gates near me at the pool were locked with no ashtrays outside. ***** then LIED and said she never told us we could smoke at the pool.We lost our parking passes and went to the front desk where I was told by a male desk clerk that the cops are '********' if you park on the street w/out paying after 9 am. My brother & sister-in-law are retired MB police officers. Their daughter and my daughter were w/ me when this was said by the male at the desk.We had to call for our room to be cleaned on day one.On 2nd day,the floor was not even vacuumed or bathroom cleaned.Our last day,after being on the beach where I COULD smoke,covered in oil and sand,the hotel had NO hot water at all.The only comp I got during our stay was a $50 credit for food and beverages ONLY for the misinformation at the pool (and I complained that day to a mgr, .).We did not have one day at this hotel w/out being called liars,no service, poor service or just being humiliated.My sister checked out the same day we did and got a rebate of $50 for being w/out hot water.We were offered nothing .I'm absolutely sure I'm leaving some other horrible experience out, but I believe this to be enough.We were deceived, and if I would have been able to go to another hotel, I would have.But after driving 11 hours, and not another $500 for another hotel, we had no choice but to stay.
After being ignored, lied to, humiliated,poor service, etc., this ruined our entire vacation that we save all year for. After driving 11 hours and dealing with this staff for 3 days, and then not being able to take a shower the night before checkout or the morning of checkout, it was the worst experience we've ever encountered in such a hotel. We stayed at the Caravelle for 4-5 years in a row on our vacations before I lost my job several years ago, so we were extremely disappointed this year, to say the least.
Since paying more than $500 for this room, I am requesting a FULL REFUND for the following reasons:
1. Theft by Deception: Had we known there was NO smoking except on our balcony or the bar, we would never have booked this room, and we did not get the 15th floor that was guaranteed as well, but the 8th floor
2. Being called a liar by a front desk person, ****** who said she never told me we could smoke at the pool (my husband and daughter checked in with me and also heard her). Also, the humiliation at the pool, and it was packed with people, when I was approached by 2 security guards who made me put out a cigarette and dispose of the bottle I was using for ashes/cigarette butts. also said she would call when our room was ready, because we arrived early from PA. We went back to her at 2:45 pm, and it WAS ready. She just couldn't be bothered to call us. Not one other person was in the lobby but us, so she wasn't busy with a line of guests. She just did not care.
3. Front desk man calling MB police '********' in front of myself and 2 young girls, and also, those '********' just happened to be MY family members (the one young girl with me was the daughter of my brother and sister-in-law who ARE those retired officers)
4. We would not have even gotten our room cleaned at all if I had not called housekeeping, and our room was not even vacuumed on 2nd day or the bathroom cleaned.I didn't bother.At this point, I realized that no one in this hotel cares as long a they have your money.
Anyone who had these many issues in the short time we stayed at The Caravelle Resort would expect nothing less than a refund had it been them with their family, 11 hours from home. Absolutely unacceptable.