Poor customer service
Posted Mar 28, 2012
After less than an hour in our room, my wife found a bug crawling in our bed. Per the assistant GM, it was not a bed bug so there was nothing to worry about. He was very dismissive.....the perferred response: how about "I'm so sorry there was an insect inside your room". The solution was to give us another room. Which was reasonable on a basic level, if we still wanted to stay.
We decided to check out and ask for a refund after being there for an hour. The assistant GM explained that it was longer than 15 minutes after we checked in so we would be charged a full night. After some discussion where I explained how that was unreasonable, this assistant GM, rudely refunded us our money. No apologies and he actually seemed annoyed and frustrated that someone who found a bug in their bed may want to check out of the hotel. He was even more annoyed that we went passed this unwritten 15 minutes rule to decide not to stay.
Not an ounce of even basic customer service was demonstrated here. In situations like this is when managers should step up to the plate and turn a bad situation into a good one. He just made a bad situation worse.
To top it off, although the inside of the hotel seemed newer the outside is not. Poor landscaping or lack there of. Sketchy people outside the front lobby entrance fixing a half broken down truck and some worker enjoying a 6 pack near the parking lot entrance. Also saw 2 bug in the lobby during the enjoyable checking out experience,
Avoid this hotel.