RDY3238
Jun 4, 08, 10:06 pm
Dear Wyndham Customer Service
I had the misfortune to stay at the Super 8 Motel Medford Airport Oregon on 5.23.08 as a walk up.
Within minutes of checking in around 7.00 pm, we became aware of exceptional and overwhelming noise from the floor above, outside in the corridor, and the public areas.
I went to the front desk around 8.15 pm and was told the Hotel was full of high school students, attending a local sports event of some nature. I requested that they move us to a quieter area. I was told it was not possible.
I asked that they tell the occupants above us to stop stamping on the floor and shouting. The desk clerk said she would.
Around 9.00 pm I went to the front desk again as the noise had actually increased, and there were now teens standing outside our window, smoking and using profanity.
Again, the clerk said she would attempt to resolve matters.
At 10.22 pm I had had enough. The noise had continued unabated and it was quite impossible to get any rest at all.
I returned to the front desk for the third time, and informed the same clerk that I required a refund and was leaving.
She then printed me out a zero balance invoice, intimating that I indeed had a credit and agreed that it was an intolerable situation quite outside her control at this time.
When I noted my card had indeed been charged, I called to speak with a manager to resolve the situation.
I was connected with a person called Diana, who identified herself as the owner. She was aggressive, combative, and unprofessional in the extreme.
She suggested I had nothing to complain of, and that this kind of situation was somewhat normal. Ultimately, she hung up on me, and refused to take my return call.
Her actual words were,
'What do you expect me to do about it, there's nothing we can do and you have to accept that its part of staying in a Hotel. if you don't like it, you shouldn't stay in Hotels'
I was astonished...What kind of Hotel does she stay in I wonder ?
This was not just some minor noise from an adjoining room, this was a non stop sensory assault from every direction, with screaming, dancing in the room above, shouting, constant slamming of doors in stair wells, running in the corridors, and out of control behavior.
A service sold to a consumer on behalf of a Hotel, is a room for which the occupant has a legal right of 'quiet enjoyment and security'
i.e. the ability to sleep in said room, unhindered by excessive noise or interference.
This was 110% impossible. Therefore the service was without merchantable merit, and totally unfit for the purpose it was sold.
Legally a full refund is unquestionably called for and required.
Preserving the well being and goodwill of those paying guests who show due consideration to others, is the overriding responsibility of any Hotel.
As a current elite level member in the Starwood and Hilton programs, I have literally hundreds of night stays in Hotels worldwide over the years, and I am quite familiar with standards and general industry compliance.
I can't imagine this Diana person has even a clue what's acceptable as a Hotel host. She demonstrated a staggering lack of understanding of the basic principles of the hospitality industry.
I will make it a personal crusade to inflict maximum negative publicity and duress on Diana and her 'Hotel' unless I get a full refund within 24 hrs. A full account of this incident including these emails, will be published online maximizing local exposure to ensure a deleterious effect.
As the brand owner, I'm certain this is the last thing Wyndham wants to be associated with.
As a business owner and world traveler, my advice to Wyndham would be to get rid of renegade franchisees who discredit the brand by outrageous behavior and flagrant disregard of industry standards.
Please respond to my personal email address at ********* or you can call my direct line as indicated below.
I look forward to hearing your comments on this matter.
-------------------------------------------------------------------
Update:
Charge disputed with AMEX.
I had a call from Wyndham Corporate, however the matter is still unresolved at this time.
I had the misfortune to stay at the Super 8 Motel Medford Airport Oregon on 5.23.08 as a walk up.
Within minutes of checking in around 7.00 pm, we became aware of exceptional and overwhelming noise from the floor above, outside in the corridor, and the public areas.
I went to the front desk around 8.15 pm and was told the Hotel was full of high school students, attending a local sports event of some nature. I requested that they move us to a quieter area. I was told it was not possible.
I asked that they tell the occupants above us to stop stamping on the floor and shouting. The desk clerk said she would.
Around 9.00 pm I went to the front desk again as the noise had actually increased, and there were now teens standing outside our window, smoking and using profanity.
Again, the clerk said she would attempt to resolve matters.
At 10.22 pm I had had enough. The noise had continued unabated and it was quite impossible to get any rest at all.
I returned to the front desk for the third time, and informed the same clerk that I required a refund and was leaving.
She then printed me out a zero balance invoice, intimating that I indeed had a credit and agreed that it was an intolerable situation quite outside her control at this time.
When I noted my card had indeed been charged, I called to speak with a manager to resolve the situation.
I was connected with a person called Diana, who identified herself as the owner. She was aggressive, combative, and unprofessional in the extreme.
She suggested I had nothing to complain of, and that this kind of situation was somewhat normal. Ultimately, she hung up on me, and refused to take my return call.
Her actual words were,
'What do you expect me to do about it, there's nothing we can do and you have to accept that its part of staying in a Hotel. if you don't like it, you shouldn't stay in Hotels'
I was astonished...What kind of Hotel does she stay in I wonder ?
This was not just some minor noise from an adjoining room, this was a non stop sensory assault from every direction, with screaming, dancing in the room above, shouting, constant slamming of doors in stair wells, running in the corridors, and out of control behavior.
A service sold to a consumer on behalf of a Hotel, is a room for which the occupant has a legal right of 'quiet enjoyment and security'
i.e. the ability to sleep in said room, unhindered by excessive noise or interference.
This was 110% impossible. Therefore the service was without merchantable merit, and totally unfit for the purpose it was sold.
Legally a full refund is unquestionably called for and required.
Preserving the well being and goodwill of those paying guests who show due consideration to others, is the overriding responsibility of any Hotel.
As a current elite level member in the Starwood and Hilton programs, I have literally hundreds of night stays in Hotels worldwide over the years, and I am quite familiar with standards and general industry compliance.
I can't imagine this Diana person has even a clue what's acceptable as a Hotel host. She demonstrated a staggering lack of understanding of the basic principles of the hospitality industry.
I will make it a personal crusade to inflict maximum negative publicity and duress on Diana and her 'Hotel' unless I get a full refund within 24 hrs. A full account of this incident including these emails, will be published online maximizing local exposure to ensure a deleterious effect.
As the brand owner, I'm certain this is the last thing Wyndham wants to be associated with.
As a business owner and world traveler, my advice to Wyndham would be to get rid of renegade franchisees who discredit the brand by outrageous behavior and flagrant disregard of industry standards.
Please respond to my personal email address at ********* or you can call my direct line as indicated below.
I look forward to hearing your comments on this matter.
-------------------------------------------------------------------
Update:
Charge disputed with AMEX.
I had a call from Wyndham Corporate, however the matter is still unresolved at this time.