The following correspondence tells it all:
Dear Mr. LXXXX,
Thank you for contacting Howard Johnson Customer Care. I understand your concern in this matter and apologize for the problems you encountered at the Atlandta, GA hotel. Our records indicate your case was filed on 07/06/07. As each Howard Johnson property is independently owned and operated, we ask that you allow up to 7 business days for the property to respond directly to you.
We appreciate your patience in this matter and thank you for your patronage of Howard Johnson.
Dan HXXXX
Customer Care Representative
Case # 2XXXXX
Original Message
From: George
Sent: Saturday, July 07 10:08 AM
To: Hooks, Daniel
Subject: Re: Howard Johnson - 12587 - L - 2039125
Your response could be best summarized as follows:
Though Howard Johnson franchises the hotel at which you stayed, for which Howard Johnson provides booking services, Howard Johnson bears no responsibility for anything that occurred and will do absolutely nothing about it other than to pass on your comments to those who mistreated you. Howard Johnson hope that you will let us take your money again regardless of how our franchisees treat you. Good luck with our franchisee.
I will be posting all of our correspondence on internet consumer web sites. I will also pass it on to each of the online booking sites as well. Consumers need to understand that as a matter of policy Howard Johnson will not stand behind anything it markets.
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George LXXXXX
*
Original Message
From: "HXXXX, Daniel"
To: [email protected]
Sent: Friday, July 6 7:46: 26 PM
Subject: RE: Howard Johnson - 12587 - L - 2039125
Dear Mr. L,
Thank you for contacting the Howard Johnson Customer Care Department concerning your stay at the Atlanta, GA hotel. We sincerely apologize that the property did not meet your expectations of Howard Johnson's high standard of guest service. This property is independently owned and operated under a Howard Johnson franchise, and its management is responsible for meeting Howard Johnson standards.
The information you provided has been forwarded to the General Manager of this franchised hotel for review. Please allow up to 7 business days for the General Manager to investigate your concerns and respond.
Once again, we sincerely apologize for not meeting your expectations. We place a high value on your continued patronage of Howard Johnson facilities, and we hope that you will stay with Howard Johnson again soon.
Dan HXXXX
Customer Care Representative
Case #203XXXXX
Original Message
From: [email protected] [mailto: [email protected]]
Sent: Monday, July 02 9:51 PM
To: Customer Service, Internet
Subject: Howard Johnson FEEDBACK
Topic
Brand ID HJ
First Name George
Last Name L
Address1 XXXX
Address2
City
State TX
Zip 750XX
Country US
Phone 214-XXX-XXXX
Email George [email protected]
Date Of Stay 06-29
Hotel Name Howard Johnson Express ATL Airport College Park
Hotel Address 2480 Old National Parkway, College Park, GA
Feedback I called the hotel from the Atlanta Airport. The woman who answered the desk told me that there were restaurants within walking distance of the hotel. She failed to mention that one was a bar, the other closed and that most were across a busy highway without crosswalks. She refused to send the shuttle van unless I called her from the ground transportation area. I told her that was from where I was calling. She insisted that I needed to go downstairs. I went to the airport assistance kiosk and they informed me that I was in the ground transportation area but that perhaps they wanted me to call from the other end of ground transportation. I went there after going to the pickup area to confirm that I was indeed in the right place. I called again and insisted that they send a van. A short time later the van arrived. It was old and dirty inside and out. When the van made a sharp turn the seat rose about a foot in the air on one end which frightened my 20 month old child. Thankfully I had seatbelted him in place or he would have been injured. The driver laughed and apologized for the Jurrasic Park Ride. He stated that the seat came unbolted regularly. Perhaps others on the internet would find it amusing as well. The neighborhood was bad, air conditioning in the hotel was off though it did work in the rooms. The temperature in the hotel was above 85 degrees. The coke machine took my money which the clerk did not offer to replace nor did they place an out-of-order sign on the machine which I requested. This was a nasty hotel with unconcerned staff. You would do well to burn it to the ground and send guests elsewhere.
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