I am a Hotels.com Gold member, and this was one of the most disappointing hotel experiences I’ve ever had.
At check-in, Jackson at the reception told me that I could only get a room upgrade if I paid $50 per night, and when I refused, he suddenly offered to “discount” it to $30 per night. This was completely inappropriate and misleading, as Gold members are entitled to complimentary upgrades when rooms are available — and the hotel was clearly not full.
Our room was directly above the restaurant, where a live band performed every night on the outdoor terrace. On the third night, a singer joined, and it honestly felt like being inside a concert hall. Even after the music ended around 10 PM, loud laughter and shouting from restaurant guests continued until closing time. We had to endure this for three nights straight, and it was impossible to rest.
When we complained, no one offered to change our room or take any action.
Despite clearly explaining the situation, Jackson and the staff showed no apology, no concern, and no willingness to help.
It’s unacceptable for a hotel of this level to treat guests in such a careless manner.
There was no prior notice about nightly performances, and no attempt was made to ensure guests’ comfort.
I sincerely hope that Tribe Hotel management reviews their service standards and trains their staff to treat guests with honesty and respect. Until then, I cannot recommend this hotel to anyone who values rest, professionalism, or integrity.
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