This hotel's core business practices are deception, extortion and dishonesty. I had a reservation from today (Nov 2) to Nov 3rd, which the hotel intentionally cancelled on Oct 31st so that the hotel can up-sale my cheaper pre-reserved room at a higher rate because of the high demand and limited room supply in the city for tonight. As a owner and operator of 25 hotels including four Marriott properties, I knew that was the case as soon as I received cancellation notification on my Bonvoy app. So I decided to immediately contacted the property to reinstate my reservation. I spoke to Leonard, the night auditor, on Nov 1st at 2:48 am to inquire about the reason for my cancellation. He stated that my card was declined. I told him that my credit company sent me a text message correspondence requesting that I verify the transaction. I verified the transaction and told him to reprocess payment through my card. He said I will reinstate your reservation and you can process payment when you check. Just to recap that The conversation between us, I asked him that he is personally guaranteeing accommodating at the property from Nov 2 to Nov 3rd. He stated Yes, Mr. Patel you have nothing to worry about. Fast forward to today, I went to check in and was advised by Juan that my reservation was cancelled. I looked at him with disbelief and said are you kidding me. I spent 30 mins with Leonard on Nov 1st at 2 something am clearing this pertinent issue up. He stated he did not know of this as there was clear lapse of communication between Juan and Leonard so he decided to call him to clarify. Leonard told him that he said to me that I would ONLY
be accommodated contingent to the room availability for tonight. I was shocked again that Leonard would lie and renege on his verbal guarantee to me. Juan refused to take my word and decided to go with Lenard on this, which was clearly the wrong choice as the hospitality industry is about customer satisfaction. At the end of the conversation, Juan decided to extort me by stating that the only way I would be able to be accommodated at the hotel tonight is if I paid $500 plus hotel occupancy and sale's taxes. I was shocked again that someone would try to extort
me. At that point I disengaged in dialogue as this wasn't getting anywhere. This is completely unethical behavior. I request that the management company and/or ownership interject immediately and terminate both of their respective employment interests effective immediately.
I have stayed here 50 times never encountered a problem like this. For two employees to bluntly lie to my face and even more so make an attempt to extort a very sophisticated businessman, serial entrepreneur and hotelier like myself is definitely
crossing that line. I am going to escalate this matter until I receive a satisfactory resolution which is termination of both employees and reimbursement on all of my expenses, time and hardship that I faced due their employees negligence. It's not about the money as it's alway about the principle with me.
