Originally Posted by Aggie
Here’s the situation:
I booked my normal cheap city view rate for a kind non-smoking. When I checked in I was given a king, N/S, ocean view – no problem. When I went to get on the internet, I found the phone nor internet was working in the room.
I went to the front desk and was given the option of waiting for engineering (1 hour at least) or change rooms. Needing the internet within the hour I choose to change rooms. Then I found out I would either have to take a double room or a smoking room – this made me ask the question, what if I did not want the upgrade and asked for my city view room?
Would this have been against my room guarantee?
After about 30 min of putting up a fight, they tried to make me feel bad by saying I “was bumping someone out of their room.” I ended up in a king, N/S, with internet, but 1 phone working.
1) Having the internet out and/or having to switch rooms are not very big issues to me. It is a failure on the part of the hotel (who needs to clear rooms as functional between each guest), but "stuff happens". As long as they fix it or grant another room, everything is ok.
2) However, I agree with the other comment that the hotel should never have told you they were bumping someone else out the new room they were putting you into. That is totally unacceptable (to you; and realistically, to the people they were bumping). That is nothing less than an attempt to accuse you of being at fault for the hotel's lack of proper maintenence. I'd have called for a manager and asked that my stay be comped for atrocious treatment. If that didn't work, it would be a request to see the GM. If my stay wasn't comped, I would report the hotel to Guest Relations with a demand for a response from a senior level manager including their official title.
3) What I want to know is, what "upgrade" are you referring to? King and double rooms are standard rooms. Were one of the two offered rooms bigger, with a better view, higher floor, etc.?