Dear Ms. Jones/Ampco Parking,
On the morning of April 08 my fianc and I (Darralyn), rented a car from the Hertz rental agency located in the Marriott Hotel on Figuerora, (Los Angeles, Ca.). At the time of signing our rental agreement we informed the agent on duty that we would not be able to make the 1:00pm deadline for rental returns on Sunday and that we would have to return the car that Monday as early as possible. The agent conveyed to us that, that Hertz location would not be open until 7:30am and if we wanted to return the car any earlier than the time specified, that would be ok, just leave the keys with the Bell Captain, (never informing us of any additional valet fees). We at that time of conversing informed the agent we would more than likely be returning the car between 6:30am and 7:00am that Monday morning, (this was agreed upon by both parties).
On Monday morning April 11 at approximately 6:30am, we arrived at the Ampco Valet Parking, (located at the Marriott Hotel) to return the vehicle that we rented from Hertz Rental Car.in the event of returning the keys to the bell captain as we were instructed to do, we were informed that we needed to return the keys to valet. As we proceeded to valet to return the keys, we were confronted by an Ampco employee before getting to the booth. I informed him that my fianc and I were returning a vehicle that we rented with Hertz. Immediately the man told us that we needed to pay a $15 fee in order to leave the car in Ampco valet's possession. I explained to the gentlemen that we were instructed by Hertz to leave the car if we arrived before Hertz opened for business and that no additional fees were discussed. (The man, an Ampco employee immediately said something in a non-english language to a woman in the valet booth.) I then proceeded to the valet booth to return the keys. I was told again, this time by the woman in the booth (Ann) in a rude and forceful way that I needed to pay for valet before leaving the car. I politely expressed to the employee (Ann) that we were instructed by Hertz to leave the keys. She refused to listen to reason and continued to be extremely rude, at which time I decided to seek some assistance from Marriot Hotel's registration desk. I spoke with a Hispanic man (Edgar/Marriott) and inquired as to who was the manager on duty that morning. He informed us that he was an assistant manager, but there were three managers on duty. He at that time asked me if I needed some assistance. I said Yes I am having a problem with valet parking. I explained to him everything from Friday up until this point and also explained to him that we were not hotel guest, that we were just returning a car that we had rented over the weekend. The assistant manager went to converse with his fellow colleagues, he came back and instructed us to leave the keys with valet. He also told us that he would immediately call valet and instruct them to receive the keys. We then went outside to the valet parking booth to return the keys. As we arrived, the assistant manager (Edgar/Marriott) was on the phone with Ann, instructing her to receive the keys. After Ann got off of the phone I conveyed to her what I was instructed to do per hotel management. Ann immediately displayed frustration and insisted that we pay for valet. Ann was rude, insulting, and unprofessional and told us, She did not care what management said, pay for parking! My fianc immediately said, This is horrible, Jamal give them the keys! I at that time placed the keys on the counter in front of Ann, Ann grabbed the keys and with force through them out of the booth hitting my fianc on the leg and then said No you pay valet! At that time I instructed my fianc not to pick up the keys and that I was going to report Ann to management. I proceeded to go back into the Marriott Hotel and asked for the manager himself that was on duty. I was greeted by an African American man (Michael/Marriott) that stated he was the manager on duty. I explained to him what had transpired outside and at that time he apologized, presented me with a card and instructed us to leave the keys where they lay.
In closing, Darralyn and I would like to express the magnitude of what transpired the morning of April 11. First and foremost, the amount of rage and impatience that was directed towards us through what seemed to be an intolerant and frustrated Ampco employee, should not have to be experienced by anyone rendering service from an organization in the customer service field. It makes one pose the question Why were we treated with such disrespect? We were told that Ann has been employed with Ampco and it's affiliates for several years. This would make Ann a professional in the customer service field, meaning: she knows the proper way to communicate and treat guests. With this point being made, Darralyn and I can't help but to wonder why out of several years of providing customer service, we would be the customers that Ann would treat with such disrespect and inferiority. We would hope that Ampco would not tolerate such race driven, disrespect, through stereotyping and racial profiling. This indeed was the way Darralyn and I perceived Anne's actions.
Sincerely,
Jamal and Darralyn
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