Отзывы о Suiteness

We always wish that we're able to handle as much as possible for all of our guests however since we are not on-site and want to make sure you get solutions as soon as possible, sometimes we do redirect our guests to keep them from waiting just in case there are any other related questions we aren't able to best assist with. As we expand, we hope we're able to get more accessibility to do even more for our guests.

We really appreciate the feedback and your booking with Suiteness! I hope we are able to assist you even better on your next trip.

Cherie

I know the booking process is confusing - we try to make it easy as possible and include as much information as possible. Standard across all booking website is the cancellation policies (as well as other booking policies) shown right before the booking button. We require all customers to agree to the booking policies in order proceed - without an agreement, we are not able to allow our users to proceed as we want to make sure all guests who book on our website understand the various booking policies we grab from the hotels.

It is a bit confusing - however in order to get the best rates for all of our customers, we do offer non-cancellable rates as well cancellable policies. In order to make sure all of our customers understand each policies, we do require you to manually check a box before you proceed. I'll chat with our product team to see if we can add a few more layers to ensure guests read the text before proceed to prevent others from being in the same situation you are. I know planning is difficult on top of a busy life and a large group and the last thing we'd ever want to do is make that even harder. We have a full staff of 24/7 Concierges so that no matter when you find the time to focus on vacation planning, there's someone here at Suiteness every step of the way. :-)

With that being said, I'm so glad we were able to connect with the hotel and advocate on your behalf and get that non-cancellable policy waived. We are always on your side first and so happy we were able to sort this out. I really appreciate the feedback from a growing company and I hope we can help you better on your next trip.

Cherie from Suiteness

I want to first of all thank you for taking the time to bring this to our attention, I'm so sorry this happened during your trip!

After we spoke on the phone, I did verify with the hotel team that you were placed in the incorrect suite the first night because the hotel overcommitted on your check-in date, which is unacceptable. I'm glad the hotel was able to move you into an upgraded suite for the remainder of your stay and provide some additional compensation however as a traveler myself, I know that not getting what you expected is incredibly disappointing. As a token of our apology, I have issued you a refund and hope it helps to make up for the inconvenience you experienced.

I do hope that you will consider using Suiteness again so we can make it up to you and if you ever encounter an onsite issue again, please don't hesitate to reach out so we can resolve it for you ASAP at 415-847-2359.

Alexandria

Suiteness Concierge Team