pgalore
Jun 27, 04, 1:27 pm
About a month ago, I arrived at this hotel for a 4 night stay. Flight delays prevented me from arriving until around 12 AM.
When I approached the front desk to check in, I saw that there was a long line of people waiting to check in, and only one desk clerk working.
The desk clerk would talk to the person he was checking in, then disappear in the back for several minutes and return.
About 1/2 hour later, I got close enough to hear what was going on. Apparently, the hotel had run out of rooms, and did not have enough rooms for people who had reservations. They were offering: smoking parlors, or free rooms at the adjacent hotel (which is not a 3 star hotel). In the smoking parlor, you would share your hotel room with another person. Is that unbelievable! By the time I got to check in (1 hour after standing in line), I found out that I did in fact have a room reserved (at least Diamond status got me something).
The next day, I went to the concierge level desk to complain about having to wait one hour to check in, and asked for some kind of compensation. The desk clerk there said they would send a certificate for a free night's stay. I have yet to receive anything from this hotel.
Needless to say, I doubt I will be frequenting this hotel anytime soon!
In a similar situation, I recently stayed at the Riverside Marriott in Norfolk VA, and again received a smoking room because of my late arrival (depsite my reservation for non-smoking room). One week later I received a letter from the manager of the hotel, asking what could be done to make up for their not giving me the accomodations I reserved.
Why is customer service so hard to fulfill?
When I approached the front desk to check in, I saw that there was a long line of people waiting to check in, and only one desk clerk working.
The desk clerk would talk to the person he was checking in, then disappear in the back for several minutes and return.
About 1/2 hour later, I got close enough to hear what was going on. Apparently, the hotel had run out of rooms, and did not have enough rooms for people who had reservations. They were offering: smoking parlors, or free rooms at the adjacent hotel (which is not a 3 star hotel). In the smoking parlor, you would share your hotel room with another person. Is that unbelievable! By the time I got to check in (1 hour after standing in line), I found out that I did in fact have a room reserved (at least Diamond status got me something).
The next day, I went to the concierge level desk to complain about having to wait one hour to check in, and asked for some kind of compensation. The desk clerk there said they would send a certificate for a free night's stay. I have yet to receive anything from this hotel.
Needless to say, I doubt I will be frequenting this hotel anytime soon!
In a similar situation, I recently stayed at the Riverside Marriott in Norfolk VA, and again received a smoking room because of my late arrival (depsite my reservation for non-smoking room). One week later I received a letter from the manager of the hotel, asking what could be done to make up for their not giving me the accomodations I reserved.
Why is customer service so hard to fulfill?