Terrible customer service.
There was a nationwide outage of the computer system, and the front desk staff couldn’t complete check in fully.
Their only solution was “we can refund you.”
There ended up being about 10 of us in the lobby that Manager Wyn wanted to refund and send us out to sleep in our cars, rather than find a creative solution to get us checked into rooms we had already reserved and in many cases already paid for.
This was three-hours before a large concert at the Jacksonville stadium that many of us had driven in hours to attend. And because it was a huge concert night, all surrounding hotels were sold out.
Manager Wyn exhibited absolutely zero concern for customer service, and zero compassion for our plight whatsoever. She only cared about clinging to a line about company policy.
The system could see our names and reservations, and the keycard machine worked, but the machine wouldn’t let them take the final step to have us sign the stay agreement. Many of us suggested they let us sign manually, and we could all come back to the desk later when the system was back up. The manager was not at all willing to entertain creative solutions to get us into our rooms. She didn’t care that we would all have nowhere to sleep, and was just concerned about protecting herself with the shield of “company policy.”
The worst, most offensive thing - they called the cops on the 10 of us in the lobby! Like its unreasonable for us to be upset with the customer service.