• Report: #938941

Complaint Review: Ritz-Carlton Atlanta

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  • Submitted: Mon, September 10, 2012
  • Updated: Wed, September 12, 2012

  • Reported By: Susan — Asheville North Carolina United States of America
Ritz-Carlton Atlanta
181 Peachtree Street NE Atlanta, Georgia United States of America

Ritz-Carlton Atlanta Beautiful, Courteous, and Dishonest in Atlanta, Georgia

*Author of original report: Problem Has Been Fixed

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While attending/volunteering at Dragon*Con 2012, my fiance and I stayed at the Ritz-Carlton Atlanta, which is one of the official overflow hotels.  On Dragon*Con's website, it stated that when you booked your room at the Ritz-Carlton, you had to pay for the first night as a non-refundable deposit, which was perfectly fine by us.

However, when we checked into the hotel, we discovered that they hadn't charged the non-refundable deposit when the room was booked, which meant that we ended up paying for all 4 nights at once instead of the remaining 3.  I was confused, and thought that maybe I had somehow read the website wrong.  I brought up the hotels section on the Dragon*Con website, and discovered that yes, the first night was supposed to have been paid for in December, when my fiance booked the hotel room.  When I showed the webpage to the hotel staff, they agreed that I was right, but would not be doing anything to rectify the situation.

I wrote to the hotel management that night, informing them of the situation and that we would not be staying at the hotel in the future; the manager, Rachel, called the next afternoon, saying that she had the Dragon*Con website in front of her and we were correct, but kept giving every imaginable reason why they wouldn't fix the problem in the most condescending voice imaginable.  She even tried to say that Dragon*Con had probably gone through a 3rd-party website and the Ritz-Carlton had nothing to do with what was put on Dragon*Con's website; she became extremely flustered when I informed her that my fiance had booked at the Ritz-Carlton Atlanta's website using the Dragon*Con discount code, and that no 3rd-party website had been involved in any way, shape or form.

The next day, when we returned to the hotel room, we discovered a small envelope addressed to me, with a note inside from Rachel saying that she understood I wasn't happy, and to please enjoy the box of truffles that came with the note.  No indication that they would be doing anything to fix the problem whatsoever.

We will not be staying at the Ritz-Carlton at any point in the future.  The beauty of both the hotel and the room is not worth the dishonesty and condescension that we had to deal with.

This report was posted on Ripoff Report on 09/10/2012 08:13 AM and is a permanent record located here: http://www.ripoffreport.com/r/Ritz-Carlton-Atlanta/Atlanta-Georgia-30303/Ritz-Carlton-Atlanta-Beautiful-Courteous-and-Dishonest-in-Atlanta-Georgia-938941. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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#1 Author of original report

Problem Has Been Fixed

AUTHOR: Susan - (United States of America)

My fiance spoke with Matthew this morning at the Ritz-Carlton, and everything has been resolved.  They refunded the first night's stay and apologized profusely.
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