I am disappointed about my experience with Weber's for my wedding day. I booked the room on a Friday night for my Saturday wedding, and I was having my bridesmaids stay there with me to get our hair and makeup done in the room the next morning.... I called in October and asked if we could check out past noon, and the receptionist said it's no problem and there would be no late check-out fee. I called two days before my June 13 wedding, and checked to see if I was still set to check out late. The woman on the phone told me they do not grant late check-outs on Saturdays and we would have to be out by noon. I explained what I was told 8 months earlier, and she offered no suggestion or accommodation, and kept restating that we couldn't check out past noon. After several minutes of trying to get some sort of solution from her and explaining that I booked the room because of what I was told, she abruptly put me on hold then told me we could stay until 1:30pm but if we left late we would be charged a half-day rate.
When I went to check in on Friday evening, I asked to speak to a manager about this issue and to express how disappointed I was by the terrible customer service I was given. One of the three people standing there was actually the woman on the phone, and I told her that she had treated me very poorly over a mistake that wasn't mine. She insincerely told me "I'm sorry" several times, but again reminded me of their policy. I explained that I understood the policy and why they have it, but it was not my fault that I was given incorrect information at the time I called. I also explained that I would not pay a half-day rate if I happened to check out at 1:40 instead of 1:30, and she assured me I wouldn't be charged.
We left the room around 1:45pm, and of course we were told we had to be charged a half-day rate for checking out late. This miscommunication caused a delay, which then made us late to my wedding ceremony. It is now 10 days later, and I noticed a charge on my credit card from the hotel. My husband was told, of course, that it was a half-day charge. He explained the situation yet again, and the charge was removed, but not before being rudely told "for future reference, we can't grant late check-outs until the day of."
I have never experienced such poor customer service, and throughout this entire situation the hotel staff has made this out to be my fault. I am appalled by how rudely I have been spoken to by the manager, especially over a miscommunication that was absolutely NOT my mistake. Rather than taking responsibility for their miscommunication, they repeatedly made me and my family members feel insulted and small.
I would highly recommend that brides and grooms look elsewhere for any kind of wedding accommodations. I had spent many occasions at Weber's, in both the hotel and restaurant, but this was certainly my last time spent with this property.