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filling out those surveys actually helps sometimes - when you don't know what to do...
do the next thing
filling out those surveys actually helps sometimes
Recently, darkwolfie and I went to an event on the NY/CT border, and we stayed at a hotel in CT on Friday and Saturday nights. When we got back from the event on Saturday, our room had not been made up. The bed was unmade, the bathroom had not been cleaned, the toiletries had not been replaced, and it was already after 8pm, so the housekeeping staff was gone. I didn't want anyone in the room by then, anyway. But I did call to complain, and had them send up some of the toiletries that we needed.

They charged my credit card at 6am Sunday morning and shoved the receipt under the door before I had a chance to talk to the front desk. And because it was a weekend and the manager wasn't in, there was nothing the desk staff could do. If I hadn't been paying >$100/night, I might have let it go, but I was, and so I was a little pissed off.

I usually blow off customer surveys, but when the company sent me one via email, I jumped on it. I gave the hotel decent marks for everything, except the cleanliness of the room. I slammed them, and said why.

Today, I got an email from the front office manager of the location where we stayed, and they're refunding me a full night's stay. I couldn't be more pleased, and it really does make me feel more inclined to stay at a Sheraton in the future.

i feel: content content

1 trip or shoot the rapids
cellio From: cellio Date: September 24th, 2006 03:28 am (UTC) (base camp)
Wow, that's great. When I had a bad hotel experience last year (a lot worse than lack of housekeeping) and complained, they sent me a coupon good for one night's stay. Um, right -- like I want to subject myself to a place that treated me badly once already?!
1 trip or shoot the rapids