ComplaintsforHotel Shangri La
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Complaint Details
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Initial Complaint
09/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We paid $500/night for the worst hotel experience of our lives. The furniture was old and outdated (remodeled in 2009, 13 years old). Hotels are supposed to be renovated every 5 years. The floors were dusty and dirty and the windows were dirty and couldn't be opened. The ironing board didn't work (legs were broken) and the chaise had white spots on it and looked as if it hadn't ever been cleaned. The plumbing was clogged and there were very few amenities. They had a huge private pool party the day we checked in (which they didn't warn us about) and we couldn't use the pool. The party was obnoxiously loud and disturbing and had I known about it, I would have gone elsewhere. They didn't clean our room during our entire stay and on the day of checkout we were an hour late checking out and they sent security to threaten us. Then they called our room every five minutes to harass us, even though we assured them we were doing our best to get packed up. This hotel is a stand alone hotel and run by a general manager (from South Africa) who doesn't know the first thing about customer service. The young guy behind the front desk is extremely RUDE and should be working as a bouncer at a nightclub, not a hotel. The staff are untrained and unqualified to be in the service industry (except the Valet, who was extremely friendly and courteous). The security guard was South African and spoke little English and it makes you wonder where they find their staff. Our experience was horrible and were treated like criminals, not guests. We were definitely mentally disturbed after leaving their hotel because of their treatment. Overall, this hotel is overpriced, with horrible rooms, horrible customer service and no attention to guest experience. This hotel should be closed down.Initial Complaint
10/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On September 18th,2021 this transaction of $***** was charged and it posted into my boyfriend's account on September 20th,2021. This hotel company falsely charged his credit card for a damage shower bench that they have no prove of who or when this "BENCH" was broken and failed to communicate this with us. They waited till be checked out got home all the way back to ** to charge his account. This business is failing to communicate to resolve this problem by the "managers" not answering our phone calls by refusing to talk about this false charge. The "managers" are putting all the wrath on their front desk employees when in all they know they do not have the final say in removing this falsely charge. I would like the general manager to answer his phone, communicate like an adult. Explain this ridiculous charge with no evidence and to provide a FULL REFUND. This business is failing to provided timely sufficient communication with us to resolve this huge issue.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.