I want to let the whole World Wide Web know what a wonderful person the manager, Tiffany, at this hotel is. I am a nurse who came out of retirement to work for TX Health & Human Services at half the pay for what nurses are paid these days because I wanted to advocate for the vulnerable population I serve and the state is so understaffed as a result of the COVID pandemic. I investigate abuse & neglect in group homes that house the Adult IDD population (Down’s Syndrome, profound Autism, etc.) The job requires me to travel across the state M-F and stay in hotels. I made a reservation at this hotel 2 weeks in advance per state policy through Hotel Engine and came down with COVID symptoms which were subsequently confirmed by testing the night before I traveled. I was running a fever and frankly forgot all about canceling my reservation at this hotel. Room/tax is always direct billed to the state, but the state Credit Card had not been added yet to my profile in Hotel Engine since I was still a new employee. I saw the charges on my AMX bill a few days later from this Marriott. And this is where Tiffany’s outstanding empathy and customer service comes in. I called the hotel and left a message for Tiffany on her voice mail- crying throughout the message – because I could ill afford the charges and because I was very sick, asking for her to please refund my AMX and explaining that I had COVID. I also asked her to reach out to my manager who could confirm my absence from work and provide my testing results. But Tiffany did not call me back, and Tiffany did not remove the charges. I was directed by my manager to contact Hotel Engine. Hotel Engine has contacted Tiffany two times over the last 60 days explaining the situation and offering to provide proof of my COVID status for the week in question. Tiffany has given the same response both times: It is the hotel’s policy, and that policy is clearly stated, to require cancellation of a reservation within 24 hours in order to receive a full refund. I did not meet that obligation and she is not under any obligation to refund the charges. I agree with her and always have. What I was asking for, what Hotel Engine was asking for, what the State of Texas was asking for, was a little heart. Please when you visit this hotel, let Tiffany know that in the event she has family members who are now, or find themselves in the future, to be in vulnerable populations where they no longer have the agency to advocate for themselves, she can rely on people like me to step up and insure they are protected and receive the proper care from those who are paid to provide services for them under the state of Texas’ Medicaid waiver programs. Because I have a heart that beats.
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