We recently booked two rooms at this property over a long weekend. When I checked online, and when I called to reserve, I was quoted one rate, based on which I booked two rooms. When I checked my credit card statement and received my confirmation from the hotel, I noticed that the rate on the confirm (and charged on my card) was more than $100 more than what I was quoted! Granted, I did not notice this until a week or so later, but when I called La Residence, I was told that I was mistaken and would have never been quoted this rate. It would be one thing if I mis-heard, but the prices were so far off that I could not have. I also checked online, and the price they had quoted to me on the phone was consistent with what I was charged online. In refusing to honor a $100 price change, La Residence has lost out two reservations for a three day long weekend.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
25 May 2012
Report response as inappropriate
Upon reading of your frustrations in trying to reserve rooms at La Residence, I would like to take this opportunity to clarify the issues. This is definitely not typical of how we achieved the Excellence of Service Award with Tripadvisor.
Upon receiving your call regarding the discrepancy in rates, we promptly investigated. Your initial reservations were made with the Front Office Manager directly, who quoted the correct prevailing rates for the period. Furthermore it was confirmed that all of our rates through the controllable channels were consistent with our own website www.laresidence.com, which is the most reliable source of this information.
The price matching you were looking for appears to have been offered through a third party that we have no control over. This includes credit card company reward programs.
We truly pride ourselves on our honesty, integrity and service levels at the hotel, ensuring all our available channels offer complete room rate parody.
I sincerely apologize if there was any confusion and we hope that you may consider us and enjoy the true La Residence experience in the future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC