After an AMAZING experience at Mardi Gras 2022 (see my previous review) I was eager to rebook for Mardi Gras 2023. I received an email from the hotel in July 2022 with an offer to prebook before rooms went on sale to the general public. I jumped on it and booked two King Balcony Rooms. I paid the deposit and requested to be put in the same room we stayed in last year (corner balcony) and the adjacent room for my brother and sister-in-law. The booking was all done via email directly through the hotel, and it was an easy and smooth experience, just as it was the first time around. I received receipts which confirmed both of my requested room numbers and remaining balances that would be due upon check-in. Fast forward to last week — 5 days before the trip — I called to verify everything was good to go with our reservations, and to ask if parking would be in the same location as last year. To my surprise, it was practically impossible to reach a human being. No one answered the phone number for the front desk or customer service. I received an automated text message anytime I called, and the text would tell me to go back to the “booking platform” where I made the reservation (in my case.. direct through the hotel.. so nothing to do but call again). I eventually figured out (by calling an old number from a past email correspondence) that the hotel had changed ownership at some point since the time of my original booking. After two days, I was finally able to reach someone, only to find out that in the “transition” my two rooms had been given to someone else. I was still booked for 2 king balcony rooms, but they were not on the corner, and they weren’t even side by side. They had also increased the remaining balance due on my stay by over $400. I finally spoke with the manager, who ultimately said he couldn’t do anything about the rooms, but that if I’d provide my original receipts, he’d make sure the prices matched. I was extremely disappointed, but decided to just roll with it. We checked in and had another fantastic weekend at MG. The location of this hotel still can’t be beat, and the balcony rooms are wonderful. But the customer service level has declined TREMENDOUSLY compared to the 2022 experience we had. I understand that things happen, and that the room requests were just not relayed to the new management/ownership. But I do think something more could have been done to accommodate us. The real catalyst for this lengthy review was when I got home to find that my card had in fact been charged for the higher amount, even though I gave the manager my receipts upon check in as agreed. Now I’ll have to find a way to get a person back on the phone and hopefully have the difference refunded. I sincerely hope this place can get back to the level of service that they once provided. We still enjoyed our stay, but it wasn’t what we booked, and it definitely wasn’t for the price we were guaranteed.
Eccezionale
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