Complaint Review: Headquarters Plaza GM

My traveling companion and I had to wait over an hour and a half for a shuttle. It was a ten minute drive. We called five times. Van driver had no phone or walkie talkie, kept going to wrong location. There was no MOD. Van driver, Larry, sat in the front seat. He did not get out and open the door or help us with our bags. He continued to be rude, refusing to answer our inquiries (basic).

We calmly approached the GM, Sergio, to clarify the hotel services and request a different van driver, or better treatment. The GM had a horrible personality. He immediately defended Larry and insulted us. He said that he couldn't make us happy and asked me to leave the hotel. He completely overeacted, was hostile, and unprofessional.

At our office the next day, our trainer told us that he had called our company president to complain about us. He said we fabricated the wait time and were troublemakers. None of this was true. He was probably trying to cover himself & save the business/sales account.

This hotel has no accountability (he acts omnipotent, arrogant). No number to call. He said that it was their choice not to discount rooms for their poor service. The Front Desk staff are not empowered/allowed to correct poor service items. Warning to potential dissatisfied customers! The other front line staff were very helpful and sweet. The location is great. Housekeeping good. Larry and Sergio need to go!

Chris
Brentwood, Tennessee
U.S.A.