HelloAngel
ONE love, blood, life
So, I was staying at a Sheraton this weekend and thought I would share an anecdote about customer service.
Background of Hotel: Hotel/Convention Center with a parking lot you have to pay to park in at the Hotel, yet not owned by the Hotel. Separate company altogether as it turns out.
We arrive at the Sheraton on Thursday night - we are "preferred" guests under a certain membership plan, and thusly entitled to free room upgrades and free parking. We are at the front desk checking in, getting the low down about our stay, and the Hotel, etc. The counter person describes our room and it's amenities. When we ask about the "amenities" she is not able to tell us what they are - she has to ask her manager, and then basically repeats to us the room features she already mentioned. No amenities to be found other than an "upgraded" balcony overlooking a dirty roof and access to a "Concierge Club" that is ransacked with overturned chairs and food remains strewn about. The shower drain doesn't drain. The air-conditioner doesn't work.
We stay until Saturday morning.
As we are doing the auto check-out via the TV, we notice we have a $24 parking fee applied to our bill.
We have paid upwards of $30 coming and going to the booth jockey in the parking garage.
We call to dispute the charges to find out that they were "right" in double-billing us, and that we would need to talk to the booth jockey to have them take the charge off of our room. Mind you, the garage is a separate company from the Hotel - but yet they have access to our room bill??
We speak to the booth jockey who has no clue how to help us because we weren't given reciepts every time we came/returned to the garage. Therefore, she cannot vouch that we spent what we said we did.
Back to the front desk, they inform us we were to have received a "Parking Permit" upon arrival on Thursday. We DID NOT. We proceeded to tell them this no less than 10 times!!!
Finally, after 20 minutes of aggravated banter, of us telling them over and over that we were not given a parking permit or any reciepts, or any instructions forthwith - they agreed "as a courtesy, to meet us half-way"
HALF-WAY?
Sheraton refused to take responsibility for the fact their staff member neglected to furnish us a parking permit. We knew not of the need of one. Or the need for reciepts because this was not indicated at check-in. They absolutely would not accept that we were telling the truth, and would not listen to us - we were calm and rational, not yelling.
20 minutes later - after we related the scenario with the initial check-in person (the Amenities fiasco), they finally got that we DID NOT have a Permit. They took the parking fee off and basically politely asked us to leave.
It's not my style to directly name companies and give bad PR.
I would like to hear about any of you all's bad Hotel experiences.
ALRIGHT GANG!!! DISCUSS!!!!
------------------
ooh eee ooh ah ah ching chang walla walla bing bang.
Background of Hotel: Hotel/Convention Center with a parking lot you have to pay to park in at the Hotel, yet not owned by the Hotel. Separate company altogether as it turns out.
We arrive at the Sheraton on Thursday night - we are "preferred" guests under a certain membership plan, and thusly entitled to free room upgrades and free parking. We are at the front desk checking in, getting the low down about our stay, and the Hotel, etc. The counter person describes our room and it's amenities. When we ask about the "amenities" she is not able to tell us what they are - she has to ask her manager, and then basically repeats to us the room features she already mentioned. No amenities to be found other than an "upgraded" balcony overlooking a dirty roof and access to a "Concierge Club" that is ransacked with overturned chairs and food remains strewn about. The shower drain doesn't drain. The air-conditioner doesn't work.
We stay until Saturday morning.
As we are doing the auto check-out via the TV, we notice we have a $24 parking fee applied to our bill.
We have paid upwards of $30 coming and going to the booth jockey in the parking garage.
We call to dispute the charges to find out that they were "right" in double-billing us, and that we would need to talk to the booth jockey to have them take the charge off of our room. Mind you, the garage is a separate company from the Hotel - but yet they have access to our room bill??
We speak to the booth jockey who has no clue how to help us because we weren't given reciepts every time we came/returned to the garage. Therefore, she cannot vouch that we spent what we said we did.
Back to the front desk, they inform us we were to have received a "Parking Permit" upon arrival on Thursday. We DID NOT. We proceeded to tell them this no less than 10 times!!!
Finally, after 20 minutes of aggravated banter, of us telling them over and over that we were not given a parking permit or any reciepts, or any instructions forthwith - they agreed "as a courtesy, to meet us half-way"
HALF-WAY?
Sheraton refused to take responsibility for the fact their staff member neglected to furnish us a parking permit. We knew not of the need of one. Or the need for reciepts because this was not indicated at check-in. They absolutely would not accept that we were telling the truth, and would not listen to us - we were calm and rational, not yelling.
20 minutes later - after we related the scenario with the initial check-in person (the Amenities fiasco), they finally got that we DID NOT have a Permit. They took the parking fee off and basically politely asked us to leave.
It's not my style to directly name companies and give bad PR.
I would like to hear about any of you all's bad Hotel experiences.
ALRIGHT GANG!!! DISCUSS!!!!
------------------
ooh eee ooh ah ah ching chang walla walla bing bang.