Average Hotel with Below Average Management
Posted Jan 30, 2017
I stayed at this location Jan 19, 20, and 21. I don't expect 5 star accommodations at a budget h, but what I do expect is that I will have basic services such as running water. The morning of 1/20, unfortunately, none of the running water in my room worked. I called the front desk and the associate informed me that they were doing maintenance on the hot water lines and that it would be out for the next 2-3 hours, but that I should be able to take a cold water shower (also unacceptable). I resigned myself to the fact that a cold shower was my only recourse, however, I couldn't even do that because the cold water wasn't working either. I went to the front desk and spoke with the manager who informed me there was a leak in the boiler room and both the hot and cold water had to be turned off to get it repaired. The plumber informed the manager that if he didn't fix the leak that same day, it would be two weeks before he could come back. The manager elected to fix the leak.
The manager noted that it was an emergency situation (couldn't have been that much of an emergency if the plumber offered to come back 2 weeks later), and that there was nothing he could do. I expressed that if he'd just called prior to shutting off service and given me time to use the facilities before they shut them off, it would have been fine. The manager raised his voice at me when I was not happy with the service I received. He sent me to an off site hotel to shower and was very unprofessional.
Comment from Hotel Management
Feb 8, 2017 by MGMT, Hotel Management
Dear Mark L,
Thank you for sharing your experience at Microtel Inn & Suites in Salisbury, Maryland. We extend our deepest apologies for the issues you experienced during your stay, and for the poor customer service you received. We do our best in difficult situations to minimize the discomfort of our guests, and I am sorry that in your situation, we failed. Thank you for your patience in receiving the refund to which you were entitled, and we appreciate you taking the time to share your honest feedback.