I had purchased a Hautelook certificate for this hotel, unfortunately I had serious medical issues that left me hospitalized and I needed to be under the care of my doctor during the time I had made the reservations for my trip. Over a month in advance I had tried to work with Hautelook and the Fontainebleau hotel to see if we could post-pone the trip or receive a refund, I had certified letters from my doctors and the hospital I was staying at to prove this was an outstanding circumstance. Hautelook and their customer service was great, however Fontainebleau was unresponsive to Hautelook and me until 2 days of the reservation (do the math, that is over a month of not responding!) and said we have to use it or loose it. That is over $850 and they waited until the last minute to tell us this??? Thankfully Hautelook credited me and I am well now and looking to take a trip, however due to this situation and their blatant lack of consideration for someone in an unfortunate situation/terrible customer service I would NEVER stay at this hotel and I am looking forward to posting this HORRIBLE experience on every possible review site available.
Just bad, rude and overall terrible.
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