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Hello,
This is Ozge Aydin, emailing you regarding a big issue I had last night with one of your staff while checking in! Her name is Biance, and her badge number is 521669. I also have a case number regarding this issue, S#[protected] Expedia gave me. My current room number is 16-54.
I booked a suite room, 1 king bed (Fiore), at Borgata hotel in Atlantic City, New Jersey through Expedia on November 16th to surprise my husband for our anniversary, and purchased it! I attached my receipt to this email as well.
I requested a late check-in. Last night, I and my husband arrived at the hotel to check in around 12:45 am. Your staff member, Biance, 521669, greeted us and started doing check-in for us. She told me that she didn’t have a suite room and she offered me a few room options. When I told her, I reserved a suite room, I wanted to have the room I reserved and paid! How the hotel didn’t keep the room I reserved!
She was ignorant about that question and said there was no guarantee that we were going to get a suite room even though we paid for it! What? This is ridiculous thing ever I’ve heard in my life! I repeated that I PAID FOR A SUITE ROOM, and the hotel didn’t have it because no guarantee even if we paid for that room! She said yes, no guarantee!
The definition of reservation is “an arrangement to have something (such as a hotel room) held for one's use
also: a promise, guarantee, or record of such engagement ”
That’s why people make a room reservation to hold the room they want!
But she kept saying “No guarantee on my reservation even if I paid for the suite room”
She was a helpless staff member I’ve ever seen! I asked to talk to a manager or supervisor, but she ignored me one more time. SHE SEEMED VERY HIGH WHOLE TIME…
At this point, I didn’t want to argue with her because it was already so late and we were tired, so I said “Fine give me a room at least similar to a suite room, what I paid” She said she didn’t know what room was similar to the suite room! I couldn’t stand her anymore, the whole thing was happening in front of my husband and already my surprise I had been planning for a week was ruined by her. She even didn’t bother to call someone to solve this problem. It was a big shame for the hotel!
However, she checked us into one of the rooms. We got to the room I was shocked! At least, I was expecting a room similar to what I paid for! But, it was a regular room and a dirty one, I took a few pictures and attached this email. The whole situation looked like a big SCAM!
I started texting Expedia customer service because this point no one in Borgata Hotel cared about us! The agent from Expedia did their best to solve this problem.
The agent called the hotel and tried to figure out why the suite room wasn’t given to us, your staff told them that the reservation wasn’t for the suite room! UNBELIEVABLE! Your staff members were terrible liars! I have a receipt and proof that I paid for a suite room!
Then the agent from Expedia figured out that Borgata staff members weren’t telling the truth and put pressure on your staff to fix this problem. Whole conversations between me and Expedia were kept as a record, case number is S#[protected].
The agent from Expedia told me that they talked to the hotel and fixed the problem. I needed to go front desk again and ask about the room I reserved! I did go to the front desk, Biance was there and I told her that I contacted Expedia to get my room. She kept saying she didn’t have the room. She gave me a such hard time and unprofessional service to not give me my room! I don’t understand why? Is this how Borgata works?
It was already 2 am, I was so tired and so mad! I never have been humiliated in my life before! I found myself begging to have the room I paid for! This is an acceptable situation! I asked her to talk to the manager again. Finally, she called someone and they gave me the room! The whole time, she was telling me that she didn’t have a suite room!
I asked her why she she told me she didn’t have the room but she had the room. She refused to give it to us! Why?
This is how to scam the customers! Or it was about how careless a staff member she was?
The last thing I told her “Thank you for ruining my night” She answered me back “You’re welcome” instead of apologizing…. Wow! UNBELIEVABLE! She treated me terribly!
I thought the problem was to end up in the front house. The whole night I couldn’t sleep because one piece of plastic was pounding on the window. This morning, I told this problem to one of the housekeepers, she said she was going to let someone know about it, but no one called me about that! I also attached it to the email.
Wow! I never thought that I would have a terrible time at Borgata! No one reached out to me regarding the problem caused by your staff and hotel.
It wasn’t my first time at Borgata. When I visit Atlantic City, I always prefer to stay at Borgata or Ocean City but I don’t think I will come back to Borgata again!
