Management is grossly inadequate of front desk training procedures. Booking was made through app, which states credit card is used for reservation only, which I did. So we arrive at hotel, check in, explain to the girl I would rather pay cash for the room. No problem! She accepted $100 cash deposit, and explained balance would be due in check out, after room was inspected for damages from the cleaning staff. Awesome, sounds great!
Upon checkout, the warm body at the service desk couldn't decide which story she wanted to stick.
First we explained about the deposit, which was located in cash drawer, then she called cleaning staff for clearance for remainder of bill.
Then, she told us the bill was already paid, from a card that's doesn't belong to anyone in our party. And that, their hotel doesn't process payments in the form of cash, it's strictly credit card.
Um.... Then why did you call cleaning to verify room was clean for remaining balance? Isn't that what credit cards are for? Discrepancies and incidentals post check out?
My supposition is, she saw credit card, then closed the ticket. And instead of just apologizing, or offering a solution to fix it, she compounded the issue by spinning a web of lies that she ensnared herself in.
If it was accidental, no problem, we move on. If it was just "the new person" who checked us in, as she accused, I could accept that, if her actions while we checked out made any sense instead of being counterintuitive.