"We really enjoyed the Desoto. From the valets who get your luggage and whisk away your car to the beautiful and tasteful lobby, it set the mood for a great trip. The location is great and rooms were comfortable and clean with a balcony that looked over the city and sunset. The only downside of the room was the lack of light good enough to apply makeup.
The reason I could not give 5 stars to each thing about the Desoto was trying to get some help with our billing. After returning home, I saw that they had charged us for two rooms, ours and someone else's. We were in a group so I knew who had checked in behind us and thought a simple call could solve it. NO!
First, there is NO extension for billing. I had to choose other extensions to get connected. The lady in billing was not interested that we had been billed twice. She was argumentative and said "they DID NOT MAKE MISTAKES like that". She stated that it was against policy to take a credit card over the phone. She stated that IF we had been charged twice, the person who should have been charged would have to come there IN PERSON (a 10 hour drive) to pay and get the charges reversed to us. Only when I requested to speak to a manager did she claim that she would make a one time exception.
I called the couple that checked in behind us and after ensuring no charges were on their credit card from the Desoto, they called and straightened out the issue. It shouldn't have been so hard or so demeaning to handle their mistake."
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