The Ballantyne, A Luxury Collection Hotel Reviews (%countItem)
The Ballantyne, A Luxury Collection Hotel Rating
Address: 10000 Ballantyne Commons Pkwy, Charlotte, North Carolina, United States, 28277-2484
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On 3.22 My husband and I arrived at the hotel (this was our honeymoon) when checking in the young lady advised a card would be needed to place on file .I ask the young lady if any money would be deducted for my account my plans was to pay with cash and another card she assured me no money would be taken out of my account . Checkout was on 3.24, I learned that morning that money had been taken out of my out of my account I immediately call the front desk and spoke to a gentleman name Alxis his conversation at first was very condescending. Trying to imply rooms are not free . It was my honeymoon so we were really disappointed in the ordeal .We were promise 2 free complementary drinks never happen also we requested a microwave on Sunday afternoon. The lady said she would have one delivered to our room, never happen. When checking out Alex was much more professional in person than on the telephone he was able to get the transaction reverse. At the end my question. To him did he feel that compensation adequate for the inconvenience he reply yes I was also able to speak to the manager and of course his reply was the same. It was my special two days at a suppose to be luxury resort. Very unsatisfied.
Refund I feel the company should take ownership of there huge mistake and at least refund half of the total bill if not all. No one on there honeymoon deserve the treatment that we received.
Dear Mrs.
I would like to first offer my congratulations on your recent nuptials and thank you for choosing the Ballantyne to share this special moment with you and your husband.
Our mission is to deliver a positive memorable experience to all our guests and I wish to apologize that we were unable to meet your expectations during this visit. We recognize that there was confusion regarding the use of a debit card as opposed to a credit card which resulted in our authorization of funds placing a hold on your cash funds. The team communicated with your bank to release those funds prior to your departure. At the time of departure we reviewed the reservation with you and the booking that was made was for a discounted room which unfortunately didn't include the complimentary beverages upon arrival.
Regrettably we did fail to deliver a microwave to your room as you requested. Since we failed to deliver the microwave and for the confusion you experienced during your booking process surrounding the complimentary beverages we refunded your In-Room Dining charge from the first night of your visit resulting in a 10% discount. I believe this gesture of goodwill is a genuine effort to acknowledge the challenges you have outlined and appropriately reflects our commitment to our guests' satisfaction.
I hope to have the opportunity to regain your trust in the future and should you decide to return we would be pleased to offer you a complimentary upgrade to our junior suite. Please do not hesitate to contact the hotel directly so we may handle your reservation on property and replace this negative memory with one more indicative of the standard we are known for delivering.
Warm regards,
SCHUYLER
C***
HOTEL MANAGER
(The consumer indicated he/she DID NOT accept the response from the business.)
We will not be returning to the hotel. We do not feel your gesture is acceptable. We are speaking of an honeymoon. Which Is understandable not important to you . However rated as a five star hotel you/personal dropped the ball. It it still appears no acceptablity in the terrible experience we went through.
Dear Mrs.
We have further reviewed the complaint filed and we feel we have made a good faith effort to resolve the concerns you have outlined. I am saddened to read that you feel a lack of empathy from us since this was your honeymoon. I regret that this does not meet your approval however at this time I do not believe that further compensation is appropriate.
We will stand by our offer to provide a future upgrade to our Junior Suite should you decide to return to the property. We would be pleased to have the opportunity to do everything we can to regain your trust.
Kind regards,
SCHUYLER
C***
HOTEL MANAGER