I stayed here recently on Saturday September 9 and checked out the next day. After checking in around 9pm I went to the assigned room. When I unlocked the door, I discovered it was already occupied. The people in the room—two adults male and female—were startled and I was shocked. I apologized and went straight back to the desk. Massive error number one.
Returning to desk, the receptionist had gone somewhere else but I had no way of knowing that—there was no sign saying “back in x minutes.” I went around the corner to the door going to the back room and knocked. No reponse. So I waited 15 minutes for the receptionist to return. She apologized but I said an apology is not sufficient. I just intruded on another guest, which is completely unacceptable. I asked to speak to the manager. She told me she was the only one on duty that night. That is bad practice. Error number two.
Next morning at check out I asked to be compensated for their fiasco. New receptionist offered 5% discount, which is an insult, and so I refuse, saying I’ll take it up with corporate when I get home. Error number three.
A few days later I call customer service. I tell the rep I expected a full refund due to the seriousness of the incident. First he asked if I’m a member. I said, no and I have zero interest under the circumstances. I ask to be connected with a supervisor. He puts me on hold, comes back and asks me again if I want points, as if he hadn’t just asked me 3 minutes before. I now demand to talk to the supervisor. Puts me on hold again, this time for longer. Then he proceeds to tell me that my complaint “doesn’t qualify for monetary reimbursement.” We go round again about the points and being connected to a supervisor. On hold yet again. This time he says, supervisor said there was no reason to discuss this any further. I should take it up with the local hotel staff. Their customer “service” is atrocious and corporate abrogates all responsibility for their serious mistakes—disgraceful. Error number four.
I call the hotel and speak to an assistant manager. This time she offers me a 10% discount. I say no way, I expect full reimbursement for putting me in the position of violating another guest’s privacy. I said that as a hotel, you have a fundamental responsibility to provide for the safety and privacy of all guests and you have failed miserably.
She then tells me they have a video of me at the desk just after the incident. Says my body language was a problem and that I was drunk, which I was not. Now the hotel has falsely accused me of intoxication based on what I said to the receptionist. Massive error number five. Needless to say, this is not the end.
So if you want to stay at a hotel where there is a possibility that your privacy could be violated, all parties shirk any real responsibility for that violation, and they are willing to slander you in the process, then this is the place for you.
Stay far away from this hotel and the parent company
