Our stay was wonderful, the hotel has chauffer service to shopping areas. However, on the morning that we checked out at 9am, we were told there was a restaurant charge to our room. In our 3 nights, we ate out at local restaurants with our family and has never used the hotel restaurant, we asked for proof of signature but the girl at front desk said she will take care of it and reverse the charge as we did not eat there. We got home and found that our credit card was charged. We had called the hotel right away and was told that the accounting department will reverse the charges within 24 hours but that never happened and called the hotel again the next day, again Jan that received the call put me through to front desk and I had to explain the whole story again and was told by Mariane that accounting department will have to handle it. It is frustrating how slow the hotel is reacting when clearly it is their fault, the size and calibre of this hotel, we just expect better service when it is the hotel's mistake. A large hotel like this, you would think that they double check on guest room and signature and I also asked them to check their surveillance camera cause our family has receipt proofs that we did not eat at their restaurant but somewhere else. I would have given them a perfect mark but this episode leaves a bad mark for the hotel in my book, and speaks volumes for their lack of customer service. Our stay was from Nov. 9 and we checked out morning of Nov. 12.
