Last year I won a trip from my job anywhere in the continental US, me and a guest. I have chosen to take my mom to San Fran and Napa. In selecting hotels I picked The W for the San Francisco leg of the trip because I have always enjoyed the comfort they offer. The mattresses there are the bees knees. The customer service policy…sucks.
So when my mom slipped on dog poo at 3 AM a week and a half ago and broke her wrist, we tried to postpone our trip for her comfort’s sake. My company called The W to be told that we could not reschedule or receive a refund for the trip and that we had to keep the trip as is or lose our prepaid $881.24.
We tried to explain to customer service the reason behind the change. We were giving them 3 weeks notice but still The W said no.
This isn’t the most ridiculous of customer service stories but W Hotel, WTF??? You fail.
