I had a bad experience at a hotel recently, and didn’t keep quiet about it. Neither should you.
A couple of weeks ago, I went “glamping” (glamorous camping) with my daughter. A bunch of families camped out on the beach, but sleeping on the ground wasn’t doing it for me. I booked a hotel near the camp site so could spend time with my friends camping, but sleep on a good mattress. I snagged a good rate using the online special and my AAA discount.
When bedtime came, I went into the hotel to get my pre-confirmed room. It was between the pool entrance and the gym. I could hear the thump thump thump of
someone on the treadmill. I returned to the front desk to let them know that that room wasn’t acceptable. I was told that he could only give me rooms that the computer assigned. He showed me a room chart that I could take rooms facing the highway, next to the gym, or under the restaurant. Under the restaurant seemed to be the best bet. I was told by the night clerk that it wasn’t really a problem for anyone and that the bar closed at midnight.
We got to our room. The fan in the bathroom didn’t work. I had to get service to come and get the air conditioner to work. There were only four bad channels on the small TV and the bed was hard as a rock. OK, I was exhausted. It was all fine. I could deal with it.
6:30 AM. It sounds like a bowling alley over our heads. WHAT? I could hear every footstep and it sounded like they were dragging all the tables and chairs across the room. I was UP!
So, we pack up our bags and get ready to go. As I am checking out, I ask to talk to the manager. I tell the manager what occurred. I said that I felt that because I got a lower rate, I was only offered bad rooms. I said that I felt that the room that I was in was not a room that could be rented out unless the person was expressly told that they would need to get up very early to beat the noise.
Instead of apologizing, the manager said she would talk to the night clerk. I told the manager, “So that’s it? That’s what you want to say before I put my rating on the internet?” She asked me, “What is it that you want?” I said that I felt that Best Western should offer me another night at another time. She told me that she couldn’t do that and she would call corporate and have them call me.
After 24 hours of no call, I called corporate and told them what happened. They apologized but said that they would have to contact the hotel. Sigh.
The next day, I received an email from the manager telling me that they were crediting my bill back to my credit card.
So, here is the moral to the story: If you pay for a service and it isn’t right, tell someone. If that someone doesn’t give you satisfaction, go higher. Keep a record of everything: everyone you talked to, all receipts, any paperwork. Keep going until you get satisfaction – whatever that means to you.
My only regret to this story is that the hotel will continue to rent out those rooms. But… that is what Yelp is for.
By the way, if someone does a good or outstanding job, I also talk to the manager and call corporate.
Have you had a similar experience?