Smelly rooms/POOOR Atitudes
Posted Jan 1, 2017
My 1st room had a very, I Mean VERY BAD smell. Went to the front desk they gave me a choice of 2 other rooms. One had a BAD SMELL and paint combination, the other a lighter but still noticeable smell. The only reason I stayed was I was locked into staying NO cancelation. We had a beautiful snow for Christmas Eve night, I almost had a good nights sleep until the snow plow from HELL. If it had a muffler I would be surprised. At 5:30AM I am awakened by a load and I mean LOAD thunder that seemed to be headed at my 1st floor window. Between the roar of the unmuffled engine and the scraping of the snow blade I almost thought a train was at my door steep. When I complained to the front desk she actually complained back to me, that my dog was keeping customers up. Don't complain to be about waking people up. My dog is a licensed service animal that woke no one. There was NO ONE else at the back of the hotel facing lake Michigan. Bye the way this was by far the best and only thing I can say was good about the hotel and that is the view. When I told her she has poor customer skills she exclaimed I have awards for customer service. The manager told me Expedia will pay me back for the hotel because of her and that she had to do the same thing for a customer this morning from Travelosity. She appoliged and hoped it would make up for her poor customer skills.
Comment from Hotel Management
Jan 5, 2017 by Paula, Hotel Management
Thank you so much for taking the time to fill out our online survey. We really appreciate the feedback. When you first arrived at the hotel we gave you a free upgrade so you could have that wonderful view. I am very sorry that you had a issue with the snow plow and the front desk agent. Thank you for bringing it to my attention. I have discussed the issue with the front desk agent so it doesn't happen again. I did compensate you a free night because of the issues you had. I am confused about the travelosity comment as I did not have to do the same thing for another customer from travelosity. Thank you again. I hope you have a great day and if there is anything else I can do for you please let me know.