ComplaintsforUniversity Plaza Waterfront Hotel

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To whom this may concern, I stayed at the University plaza Hotel ( Stockton) on Friday -Saturday (booked through 3rd party). I called to extend my stay one more day. I end up booking the wrong day but eventually just made it 3 days for my own convenience and peace. My boyfriend and I get to the hotel after talking to the front desk. The receptionist on the phone tells us we should be able to keep the same room. We get to the room. There is room service in our room. We are in our room there now s a loud bang on the door. Its the same housekeeper plus one I told her to give me a min. Several minutes later there is another extremely loud bang. There are 2 security guards coming to extort us out of the room I paid for 2 additional nights!! The follow us on the elevator down to the front desk! extremely rude and unprofessional!! I demand a refund. Humiliated, discriminated and turned away without compensation! They explain the policy states there is no refund policy! Please contact me for further explanation thank you

  Business response

  07/05/2023

  **************** had a reservation made with a third party on-line for the night of 6/30/23 and checking out on 7/1/2023. Check out time is noon.  The room was cleaned due to the room being empty and no belongings being in the room. Housekeeping then notified the front desk that the room was occupied again. The front desk tried to call the room, but no one answered. 2 employees went to the room to see who was in the room, as it showed vacant. We did not at that time show anyone in the room. This is a major safety issue to have a room occupied with no one registered into it.

  It is now known that **************** had made a new on-line reservation for 7/2/23, not 7/1/23. **************** made the new reservation on-line and therefor she would have been required to check back into the hotel, under her new reservation. Once this was cleared up and she made a new reservation for the night of 7/1/23, she would still be required to come to the front desk and register under the new reservation with the Hotel. We would need to verify the ** and Credit card used, to verify it was **************** and not fraud.
  

  I do apologize for the way the Guest felt and would be happy to refund her for any changers she incurred. As this reservation was not made through the Hotel, **************** would need to call the third party and request a refund.
  

  Customer response

  07/05/2023

  I am rejecting this response because:  They refuse to call me , answer the phone or reply to any of my personal emails. They keep telling me to contact the third party which denied the refund due to their policies. As a manager you should be contacting directly to rectify the situation and summit a full refund before lawyers are contacted. Also as a woman being escorted on an elevator by 2 big brawly men as though Im a convict or theif there needs to be a full apology and refund if they do not want a bad reputation about their hotel or future business. The real safety issue was me on this elevator with men possibly posing as security.  Also a manager should be onsite at all times instead of leaving these types of matters into lesser experienced staff members. But being this is a B rated company on BBB I assume they are just working there to work there and do not care about clientele or future business. 
  

  Business response

  07/05/2023

  The credit from Agoda has already been processed.

  Customer response

  07/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  04/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The customer service was terrible from the girl at the front desk. She is the bigger set girl. Rude and should not be working. Check-in is at 3pm and our room was not ready till 7pm and still charged full price without an apology or given any type of discount or any attempt to make it right.

  Business response

  04/26/2023

   

  I do not have a Guest reservation by the name of *****************. I did however get a on-line review from someone that sounds like this same Guest. Below is a copy of their review that was horribly discriminatory towards one of my employees. I have asked for this review to be investigated, as this is an incredibly inappropriate review to make on-line about someone. .
  

  I would need the name the reservation was under in order to review the case. Did the Guest stay the night? If so, a refund would not be due. Did they make the reservation on-line with a third party? If so, we can not give a refund as it was not purchased through the hotel.
  

   

  Review posted on-line-
  

  Dont stay at this hotel
  Trash place with terrible customer service. Check-in is at 3pm, room are not ready till 7pm. No apology just rude employees especially ************* that work there. The employee that looks like shriek needs training in customer service

  Customer response

  04/26/2023

  I am rejecting this response because: The receptionist got my last name wrong on the reservation. 223855863 This is my reservation number. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩