Manager Kathryn was very unprofessional and disrespectful! handled my complaint as if she were a child! i made a call to kathryn in regards to them preauthorizing my credit card for over $200.00 plus the room amount of about $188.00, i asked kathryn why this was done she said i had borrowed a device. i explained: the internet was not working, i called the 1800 # for internet assistance, they were not able to get internet going so he said he will call the front desk & have them bring some device to my room that will give me internet. i went to the lobby to retrieve it, i clearly asked 2 men at front desk, is there any charges or anything at all that will be done on my credit card for this device they both said NO absolutely not, only if you do not return it, then we charge you. just bring it back at check out. well they ran a pre-auth. for over $200 for that device! i called the following day and spoke to front desk gal named sharon. i asked for a explanation. sharon say i dont know, i just started working here, i asked you dont know what you are doing when you check a guest in and swipe their card, you just swipe it? she said yes, i said when a guest ask you how much is being pre-auth. and or charged on their card you tell them you dont know? she said yes. i said that is unexceptable not knowing what you are doing w/peoples personal info; credit cards ect...someone at front desk should know how to do their job. i asked sharon what the owners names were & she said i dont know, again you dont know who you work for!! she yes i dont know, basically the run around was given to me. when i called Kathyrn to explain this she became very angry: i told her her front gal should not be at the front desk alone if she cannot perform her job and maybe more training would be adequate. I said i do not want any refunds or discounts that i wanted the pre-auth removed, Kathryn then exploded at me screaming: (words from her mouth exactly)" I dont have to listen to this crap from you! you are belittling my staff and i dont have to listen to this" then slammed the phone on me. no matter what the situation, no manager should ever, ever respond to a guest in that tone, disrespect and degrading manner. myself as a hotel general manager knows this as well as anyone else. i will spread the word of the disrespect i recieved from kathryn who works at the Pheasant Hill Inn and Suites, i will let everyone i know how my experience w the hotel staff was horrible and demeaning. if you are the owner and read this i would like to speak w you or someone above Kahtryn, you can recieve my contact info from your front desk, maybe i can reconsider and remove this from the review.
Pros: indoor pool
Cons: unprofessional manager, no internet, misrepresentation
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