Complaint Review: STAY123

On August 3, 2014, based on website advertising, I made reservations through Stay123 for a package consisting of 1 night hotel accomodations at Hampton Inn Plantation Fort Lauderdale, long term parking up to 7 days and round trip airport/cruiseport shuttle service. On August 5, 2014, I received formal confirmation of my reservations for this Cruiseport Hotel Parking package. Check in time was confirmed for 17 April, 2015, Check out was confirmed for 18 April, 2015, and Car pickup date was confirmed for 26 April, 2015.

I had what I thought to be all set for lodging the night before our cruise, parking while we were on our cruise, and most importantly, ROUND TRIP shuttle service to and from the cruise port which is about 10 miles from the hotel. Then, a few days ago, I decided to follow up on my reservations, and found comments by a party that claimed that the hotel refused to honor his reservations for either parking or the shuttle service.

I went on the hotel's website where I found that they were now charging $8 per day for parking, and offered one way shuttle service - to the cruiseport. I was concerned about what I had found, and attempted to contact Stay123 through their e-mail address. My e-mail went unanswered, so I called the hotel in order to find out what I could expect upon my arrival at the hotel. I spoke directly to the hotel manager, who was quite abrupt (rude), and was told that the contract between the hotel and Stay123 had changed over 1-1/2 years ago, and at that time the return shuttle was eliminated from the contract. She told me that the only round trip shuttle services that they would provide would be for those who made reservations over 18 months ago, and that my reservations made almost 9 months ago were not valid. She did agree to provide the 7 days of long term parking. 

I really had/have no choice other than believe the hotel manager. After all, I'm really at their mercy as to whether or not they're going to honor my reservations. From what I was able to find out, I can expect to pay in the vicinity of $40 for taxi fare from the cruiseport, and $8 for one additional day of parking...approximtely the same amount as I would pay to park in close proximity to the Cruiseport.

I believe that there might be a certain amount of shared blame here, because I never received a response to my concerns. At the same time, I'm not thrilled with the way that the hotel management responded to my inquiry...THE CUSTOMER MAY NOT ALWAYS BE RIGHT, BUT THEY'LL ALWAYS BE THE CUSTOMER!