How might one describe the sentiment of this review?
Usually love to stay here but not this time. I reserved two rooms, one for myself and the other for my brother. When I checked in, I added his name and told the receptionist that he will be paying for his own room. My card got billed for his room even as we were going up the elevator. I called Front Desk to dispute, talked to the manager, Lemual and he had the audacity to say, " I will TRY to get this resolved". Huh? They already have my brother's card and they billed my card so I would term this as double billing and he will "TRY" to get it resolved? Then he had the audacity to tell my husband that this is not a reflection of the hotel!! ?? Every employee of the hotel is a reflection of the hotel when they are working in the hotel. I used to love the Encore but this really has left a bad taste in my mouth. The error did get resolved, but not by Lemual, the manager, but by a very nice professional young lady at the front desk, Liz. Don't know how Lemual got to be manager but he desperately needs customer service retraining. His attitude gives Encore a bad name....Choose from: -- negative -- positive I think the answer is
negative