I am writing to tell you about a problem I had recently with the experience at your hotel. I am quite upset. I sincerely hope you are able to address this. My complaint concerns the StudioPlus facility at 5 Minutes from downtown Dallas, TX and 15 minutes from Cleveland, Oh. Also Extened Stay in Indy, Pasadina (Arcadia), Ca. Vegas, NV.
I LIVE in Hotels! This particular incident occurred on 12-08-02.
During the month of November I stayed almost 3 weeks at a Studio Plus in North Olmsted, Ohio, about 15 miles west of Cleveland.
Then I stayed at Studio Plus off N. Stemmons Frwy in Dallas, TX.
The hotels are consistant with their phone service and that is 1) the Voice Mail doesn't work! No calls coming in from the outside can reach the room OR the voice mail system in either North Olmsted or Dallas hotels. They do seem to work from room to room, but when I changed rooms and set up the voice mail in the new room, I called from my OLD room by dialing the outside Line (9 number) and I would reach the message center and it would tell me that I have checked out or that the phone system was having problems.
They have tryed to reset the room # several times, but its still not working.
Several days ago I went to their web site and e-mailed my problem, so far I have not received a responce. I did try to call the 877 number, but the phone system won't allow 877,866 or 886 toll free numbers to be dialed. When I tried to call the long distance number to HQ in Chicago area, I couldn't get through. There was another number on their web site and that rang busy!
I Travel for a living and phone service is extreamly important to me, I NEED to have a working phone!
I also have close to 300 co-workers that also travel for a living, maybe I should tell them to try out the phone service at Studio Pluss BEFORE they check in.
In addition I have also noticed that the Cable or Satellitse TV service provided at both locations is NOT consistant, "Basic Channels" that I could receive in Ohio are not the same in Dallas?
In prespective, thats like going to McDonalds on the East Coast for a Big Mac, but its not on the menu on the West coast, NOT consistant across the country. That is what makes Fast food work and it is a good business practice to follow, its ALWAYS the same.
Studio Plus chooses not to do this to the detriment of their guests.
Also on the dishes were put away dirty, this is NOT good either!
Maybe the extra cost of a good hotel is worth the money in the long run.
Perhaps it would help if you had a little information about me. This incident didn't surprise me because I've been dissatisfied with your hotel in the past.
After this experience, I don't know whether I'd be willing to stay with you in the future, and I'll urge people I know to find other accommodations.
Here's what I would like you to do: FIX the phones! Or hire ME to prefore audits of service at ALL of the hotels (and they sister hotels) across the country.
A huge discount or refund would be nice, before I check out and move down the street to a NON Studio plus chain while I finish out my stay this month in Dallas.
When I return to Cleveland at the end of December, I may choose the Candlewood Suites next door.
Thanks very much for your time and attention. I would greatly appreciate a prompt response.
Sincerely
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