Complaint Category: Inappropriate behavior by customer service personnel
Complaint: Have stayed at this location three times. The first time was a great experience so I decided to stay there again. Big mistake. The second stay I received a rude message on my cell phone stating that even though I had a reservation on a specific room they gave it to another person. To make up for this error they gave me a minor discount and switched my room. The third time we had a 12pm check out time and the front desk clerk (****) called the room at 11:25 and stated that I had to be out in 5 minutes and hung up the phone. Then when I called back he said he was busy and hung up again. When I went back to get my receipt he mumbled something rude under his breathe. When I went home from my weekend trip, I called the manager ****** to talk to her about the events of the weekend. She was rude from the start of the call and did not even give me a chance to explain before she told me that I had a caused a scene with her staff and with her other guests (which I didn't talk to). She told me I was no longer welcome at her hotel, which is fine. The phone call was witnesses by the staff in my office. After the way they treated me I will never go back nor will I recommend this hotel to anyone.
Business' Initial Response Sent: Thursday, June 20, XXXX X:XX PM To: complaints Subject: BBB Case #XXXXXXXX
6-20-13 ******* ******- Complaint with the Better Business Bureau- Case #XXXXXXXX
This is the second visit that I am aware about this guest staying with us. When she was here in May she was also a very difficult guest. In May we did have a problem getting this guest the type of room that she requested, however we up-grade her to 2 different types of rooms that were nicer & much larger than the one she originally reserved. Neither of these rooms were to her liking. During that visit she had interaction with at least 4 of my desk staff all of which had problems with her behavior. Yelling & cursing. I spoke with her on the phone a few days after her checking out that time & I apologized for any problems she had during her visit & extended a 20% discount to her on her next visit. She called & spoke with me to make her next reservation & I made notes reminding my staff about the previous visit making sure that we were to be patient & kill her with kindness. Problems started right after check in though. We ask that no one backs into covered parking areas to prevent exhaust from seeping into rooms & the first thing she did was to back in. When she was asked to turn her car around she argued about it. I will apologize for my desk clerk on Sunday morning being short with her after check out time, but that did not make it OK to come down to our office to yell & curse at my staff. There was a lady waiting in the lobby with her 3 small daughters who took her kids & left the office with all the yelling & "F" words. This is no way to treat anyone & not the correct way to get what you want. After speaking with my manager, we decided that when & if this guest called to complain we would tell her that we would prefer it if she would find someplace else to stay on her next visit. When she did call later that day, she kept talking over the top of me blaming all the problems she had on my staff & taking no responsibility for her own actions. When I told her about finding another place to stay, she starting cussing at me & told me that it didn't matter she would never stay here again anyway & that she was going to put bad reviews everywhere on the internet she could find & never recommend it to anyone & then hung up on me.
Consumer's Final Response (The consumer indicated he/she ACCEPTED the response from the business.)
Business' Final Response 6-27-13 ******* ******- Complaint with the Better Business Bureau- Case #XXXXXXXX
We are very sorry that we cannot make this guest happy. We have refunded her credit card for the entire stay on X-XX-XX in the amount of $109.40 & ask that in the future she stay somewhere else.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
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