First I just want to say that this is the first time I have experienced such bad customer service from Management. I'm beyond disappointed, upset, and traumatized by the way I was treated.
My name is Yucely Thomas and had a reservation done through a 3rd party (Expedia) for Sunday, September,18th 2022 because I had a concert to attend at your Arena.
I arrived early on the morning of the 18th to eat breakfast and gamble a little while is time for check-in. The check-in line was not moving at all I started to panic I had been in line for almost 3 .hours and the time was approaching for me to get ready. I decided to register also online which I did but never did my virtual keys arrived. The message kept saying we’ll let you know when the virtual keys are ready for your room.
I immediately had to improvise and forget about taking a shower or doing my hair it was late and no way I was going to make it to the concert on time. I decided co to just jump in my car and get ready and dress inside my car. I was frustrated that nothing was like I was expecting.
I went to my concert and decided to relax have a good time and forget about the wasted time in line waiting to register.
When the concert was done I thought now will be easier to get to my room since is late.
When registering I asked can I have a lower floor due to a health condition I can't be on higher floors he replied we don't have any other than the 26th floor we are sold out and The front asked me if I wanted to speak with the manager, I say yes, waiting I heard the next to me guests registering, and they got assigned to a lower floor
When the manager's name Sophie arrived she was rude since our conversation started.
I explained the frustration I had just trying to check in earlier and also the way I had to get ready inside my Vehicles and she didn't even acknowledge what I was trying to say.
All Sophie said was I get I understand but we are sold out and you are assigned to the 26th floor
I immediately question her why is it that the next to me couple got a lower floor her answer was I don't control the reservations so are you going to take it or not. I reply saying no I want to cancel I sleep in my car if I have to butt I won't put my life in danger of being just because you can't accommodate my special needs. She throws my ID back at the counter turns around and walks away.i decided to check in because I had paid for it and even though I was not going to use the room.
This was the worst experience I had I was so mad and couldn't believe what was going on. I called my daughter and let her know what was going on and she decided to go talk to Sophia and asked why I was not assigned a lower floor when I have special needs. Again her reply was just because doesn't feel like it.
We walk away from the front desk trying to calm down and assimilate what just happen when 2 manager and a security guard came next to us when we try to explain one of the managers shut us down and said wait we talk then you can talk and in my head I just couldn't believe what kind of managers run you business honestly no customer service it all not even a bottle of water was offered to calm down. All I heard was well if you are not checking in I need to asked you to move from the lobby or you will be escorted out. I can continue to write my frustration and my disappointment for all that happened to me and the way I was treated but I do have customers to attend and with a very nice attitude towards anything my customers need I'm happy to assist.
I'm a Area manager and overseeing 13 location here in Los Angeles, I can guarantee that I have never behave toward my customer like the way I had was treated.