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Complaint Details
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Initial Complaint
07/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 9, 2022, my partner and I decided to stay at the MCM Elegante with the idea that this was a 4-star hotel, as stated online. With great amenities, wonderful pool and courteous staff. That was the furthest from the truth. We were greeted with horrible staff, very rude and unprofessional. Terrible service at Hemingway Cafe (never greeted by anyone) and the pool was horrible, the pool attendant was even drinking while working. The room was dirty, with the toilet crusted with black dirt and the bathtub looked like it hadn't been cleaned in months. Barely had any of the amenities that were promised, plus we didn't get the correct room that we paid for. We were refused room service (with everything being out of stock) and the front desk did not care to assist us with our problems. We couldn't even stay due to the conditions of the room, the fact that the staff was extremely rude and unhelpful, and that almost every room in the 3rd floor of the Cabana section was smoking weed. The hallways reeked and the other people staying in the rooms near us were very loud. We were not there for more than four hours, and once I turned in the key early, I told the front desk that I would be speaking to a manager. And she said "good luck." And she then told me that the receipt would be sent in the morning. All I ask for is a refund for the stay, since we didn't even stay. The attached PDF is the receipt. Thank you.
Business response
08/01/2022
Ms. ********,
I have tried leaving a couple of voicemails and have not been able to reach you. I did receive your complaint once you left the hotel. However when I went to research I was unable to locate any information as the complaint was listed under another name. I do apologize for the delay in getting back with you. I would like you to know that your experience at our property is absolutely not the experience we expected you to have and that is not the type of business that we like to portray. We have been making a lot of changes at our property to make each guest experience a pleasant and enjoyable experience. We do apologize for the many inconveniences you encountered. We would like to credit your account, which is being taken care of In our accounting office right now. As well as offer you a gift certificate to come back and have a great experience at our property. Please feel free to reach out at anytime to discuss this or if you have any questions or concerns.
***** ******
General Manager
MCM Elegante Hotel & Conference Center
2355 IH-10 South, Beaumont Tx 77705
Cell: ************
Direct: ************
Main: ************
Fax: ************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.