I am a local and was looking for a few nights away on the beach as the DH was on a hunting trip in NC. I reserved an oceanfront studio...
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I am a local and was looking for a few nights away on the beach as the DH was on a hunting trip in NC. I reserved an oceanfront studio room in person with Henry Fish on Monday, 12/26/16 for a late check-in on Tuesday, 12/27. On Tuesday when I arrived around 11pm, the front desk was closed and signage instructed me to use the house phone to call security. A very nice gentleman by the name of Mike promptly showed up to assist me in checking in.
He found my room keys and guest registration packet and asked me for a valid credit card. When I made the reservation with Henry he told me that I would have to pay for the room up front upon check-in for which I had cash. So when I asked the security employee, Mike, "are you charging the full amount to my credit credit?" He said, "I don't know, I've never dealt with cash, let me call the manager."
Mike then calls Collen O'Brien, the front office manager. Collen then begins to explain that the credit card is for security in case the room gets trashed. I then said, "okay, well are you going to put any type of hold on the card? and if so how much?" I couldn't get an answer at this point. My valid credit card happens to be my bank card. When I wanted to pay for the room in cash and questioned any amount that might be applied to the credit card I began to be profiled by Colleen. She asked Mike where I was from, I know this because his response was "Coral Springs", she then asked him two more questions to which his answers were one word answers. It was at that point that Colleen told Mike that I would have to come back tomorrow to check in!
What? Are you kidding me? Because I am asking you valid questions about what you're going to charge to my credit card and I am not as forthcoming in handing it over, mind you, they already have it on file from the day before when I reserved the room! You are NOT GOING TO ALLOW ME TO CHECK-IN? And tell me to come back the next day?
Needless to say I was very disappointed upon leaving and promptly called to speak to the General Manager of the property the next morning.
Mark Lisby, the general manager, returned my call. However, offered no compensation, no apology, NOTHING! He simply stated that Colleen has been with the property for 20+ years and runs the front of the house. He basically oversees the construction and renovation that is going on right now. However, when I pointed out that Colleen had to have a superior he did state that he was her boss. He cared nothing of the fact that I had a car full of groceries and luggage, had cash in hand to pay for the room, $750.00, and nothing to say about Colleen's over the phone, middle man (Mike the security guy) decision to not ALLOW me to check in! What did she think I was a prostitute? I am a wife, mother and I am employed full time. I was looking for a little rest and relaxation on my days off while the family is out of town! Thank you Henry, Mike, Colleen and Mark for ruining my vacation. Your property came highly recommended by some customers of mine (and owners of yours) from the Isle Casino, I will certainly be sharing with them your treatment of me. Along with all of my 1000's of other guests that frequent the Isle Casino.