I really enjoyed my stay at the hotel—the location was great, and the gentleman at the front desk was outstanding. He was courteous, efficient, and got us into our rooms quickly.
However, I do have a concern. I noticed multiple $35 charges on my credit card and called the front desk for clarification. I was informed by the blonde woman at the desk that these were pet fees, which I would have understood had we been informed in advance. I mentioned that it would have been helpful to receive a heads-up about these charges, but instead of addressing the concern professionally, she became defensive and unpleasant very quickly.
Additionally, my brother, who is a veteran and has a service dog, was also charged without being informed. As you may know, service animals are protected under the ADA and should not incur additional fees. He plans to file a formal complaint regarding this issue.
I hope you have recordings of both the phone call and the in-person interaction, as this behavior is not acceptable and does not reflect well on your establishment. I trust you will look into this matter seriously.
