What To Do About Bad Hotel Customer Service?

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Old 07-10-2008, 01:44 PM
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What to do about bad hotel customer service?

So this week we ended up moving into a different hotel with lots more room w/ stove full referigator
So we make a reservation with this hotel for a move in on Tuesday. So Tuesday gets here and we move our belongings from the other hotel we were at to this one.
So Check in goes smoothly and sign papers blah blah blah....Then clerk gave me after I gotten my room keys and finish paying for it a list of "Rules and Regulations" Which I'm pretty use to ...So I go back outside and wait for hubby to get there for lunch (In the meantime our room isn't ready)..so while I'm waiting I read over the paper work and blah blah No Loud Music...Same ole Same ole...and I get to the portion where it says..No Trailers,No Pets...So I go in...and said..Well,I'm not sure we can stay here because we have a flat bed trailer we carry with us for DH's motorcycle. He then says well you can keep it here for a week since you didn't know..So Went back to the car and waited to discuss this with DH. So after discussion with DH we decided we didn't want to stay there since we'd have to move the trailer and no where to move it to..The Clerk was being such an a** ...Well you have to cancel within 24 hours or we'll keep all the money you just paid ..WHAT!!! I then told him hold on..I'm getting hubby...
So DH goes in there...and it's getting heated...We didn't know we were moving somewhere where we couldn't have our trailer (When there's at least 4 sitting in the parking lot) DH wanted our money back ...and Clerk was not giving our money back at all...So we threathen him with BBB and calling our CC and debateing the charge...We he goes on to say "Well in that case you're not getting a dime back"
ERRR I could have ..So somehow..We ended up staying with one requirement of our trailer could stay here. He agrees.
So Now, everytime I have to get Fresh towels or just a simple ironing board ..I get GEEEZEE or JESUS CHRIST!! It's not like I asked him for his kidney
So we've been trying to contact the owner...Which he is never around when we
need to speak to him...This Clerk is here fulltime..No one else...He is the MANAGER

So I'm at wits end with this guy....Someone needs to teach him his manners or just put him over their knee and a good southern spanking.
We've tried to Call Corp but no one ever picks up and we tried to Email and the email won't go thru.
I really don't want to move for the 3rd time,but debating whether we should or not ...Thanks for this A## that doesn't know a thing about Customer Service.
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Old 07-10-2008, 04:17 PM

RE: What to do about bad hotel customer service?

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I am so sorry you are having to deal with this...and wow, that guy sounds like he needs a "come to Jesus meeting" and I don't mean in a good way...I swear customer service is a term that no longer has any meaning these days...hang in there and don't let him get you down
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Old 07-14-2008, 09:00 PM

RE: What to do about bad hotel customer service?

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I work at a hotel in a very large chain and customer service is our motto. If you are dissatisfied then we at the front desk are enable to give you your room for free. I love my job and the company I work for. Absolutely notify the better business bureau as well as your credit card co, but also write to the chain who franchises the hotel and inform them what's going on. All chains have standards and if any hotel does not abide by them then they will not be allowed to use the chain name. I'm sorry you got stuck at such a place. I wish you the best.
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Old 07-14-2008, 09:03 PM

RE: What to do about bad hotel customer service?

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Originally Posted by msgail1953 View Post
I work at a hotel in a very large chain and customer service is our motto. If you are dissatisfied then we at the front desk are enable to give you your room for free. I love my job and the company I work for. Absolutely notify the better business bureau as well as your credit card co, but also write to the chain who franchises the hotel and inform them what's going on. All chains have standards and if any hotel does not abide by them then they will not be allowed to use the chain name. I'm sorry you got stuck at such a place. I wish you the best.
Where do you work???

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Old 07-15-2008, 02:54 AM

RE: What to do about bad hotel customer service?

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Most hotels have a cancellation policy, but I have never heard of one that would more then the first night for not cancelling on time. The ones I used to work at rarely even charged for the cancellations if we knew we could still sell that room for the night. It is so sad how there is no "Customer Service" left in the world these days. I always did my best to make our guests happy, and would never have let them see me angry for any extras they requested. I hate it when I go some place where they glare at you, like how dare I make them do their actual job! I hope things get better. Definitely call the BBB, and the corp. office for the chain.
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Old 07-15-2008, 04:31 AM

RE: What to do about bad hotel customer service?

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Is it a chain hotel? If so, definitely complain to Corporate! I got really bad service at a Marriott, of all places, several years ago. I complained (it was that bad!) and got a voucher in the mail for 3 free nights @ any Marriott in the world.
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Old 07-15-2008, 05:17 AM

RE: What to do about bad hotel customer service?

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I work the front desk at a Hotel and our cancelation policy is 48 hours prior to arrival. But if you cancel we can only charge for 1 night, not your whole stay. And if there was a problem with the room or our rules we wouldn't charge you at all. This guy should grow up and do his job. Sorry you are having a bad time there. Hopefully you get a hold of someone who can something with him.
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Old 07-15-2008, 06:29 AM

RE: What to do about bad hotel customer service?

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FOR SURE get ahold of corp! If this is a chain by all means get ahold of some one up in command. Is there any comment cards in the room? If so, fill them out EVERY day and drop them in the mail box dont leave them in the room! Make sure you leave that managers name on it! I would also get ahold of my credit card as well, let them know whats going on, they may be able to take the charges off your bill! I'm sooo sorry this is all going on during your vacation, but dont let it get you down, but I would also keep an eye on your bikes as well!
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