Sent the following E-mail to the guest:
Dear Valued Guest:
We were concerned to read that you were disappointed with your recent stay at our Travelodge by Wyndham, Albany Airport.
Regarding your comment, “You get what you pay for”, please be assured that the rate does not influence our Owner’s Mission Statement, which is: “To provide each and every guest with a clean, safe and friendly atmosphere . . with a SMILE“.
Regarding the sheets, we have recently added new Housekeepers to our staff. It is my thought that they were not aware that the sheets were not the same size for all the beds. They may have made up a “KING” bed with a sheet that was sized for a “FULL” size bed, which is several inches smaller than the King. Since, I am not sure what room you were in, it is difficult to determine what created this issue.
We apologize that your experience was anything less than satisfying. Our goal is to not only meet the needs of each and every guest we serve, but to exceed their expectations and to make their stay as pleasant and comfortable as possible. It is our hope that you will give us a “second time around” and allow us the privilege to show you that we can and will do BETTER. We would very much like to change your opinion "Most likely will never stay there again" to "Most likely will ALWAYS" stay there again.
Sincerely,
Marilyn Seidner
Director – Guest Relations