On Feb 15 I made two reservations to this hotel. It was a month before I was to arrive at the hotel. The reservation was for two rooms and three nights. I requested a bottom floor and that the rooms be next to each other. I also requested a connecting room if possible. I requested a bottom floor because I had individual's who could not climb stairs. I did not book a accessible room because I did not need that much of a accommodation.
When I arrived at the motel the property did not look that busy. The day we arrived was 3-16-09. We were then told that they had no downstairs rooms like we had requested. I told the desk clerk that I had requested this a month in advance and had people who could not walk up stairs. He told me it was not on his screen that I had requested a downstairs room. I produced the confirmation that showed a downstairs room and he still said he was not given that info.
I asked him if he could switch a room that had not shown up yet and give us a downstairs room. I said seeing as we are here for three nights and have people who can't physically walk up stairs. He was rude and told us he could not help us. He acted like he could not care about us and did not want to help us. He also did not get the manager that lives on the property to see if she could have fixed the problem. Because of this we could not stay at the property and if we did it could have had the potential to cause injuries to the individual's who could not climb stairs.
I also call guest relations when on the property and was also told that they did not care. On 3-21-09 I called guest relations and filed my complaint. They took my reservation and said accommodations are not guaranteed and they could not promise me a free room. The first two of the three times I was transferred to guest relations I heard a lady using profanity and talking about cigarettes. I was not happy with the response from the third representative so I asked to speak to a manager. He told me the manager was busy and he was not going to let me talk to him.
I told him I was going to stay on hold until I did. He said you will not tie up my line and my call was disconnected. I called back and was again put in touch with Lisa a manager over reservations. I had told her about the profanity on the first two phone calls in a previous call I had made. On my second call with her I told her I was hung up on and she put me in touch with the person over guest relations. He also stated bottom floor can't be guaranteed and could not promise me a free room for my trouble.
He provided me corporate number and gave me the district managers name of the property. He told me to call the property for his number. He did state that he could see me request for bottom floor. The desk clerk are the guest relation specialist said it was not their. I asked for a free room for my trouble and he said he could not get me one and it would be up to corporate. I still have not heard from them and it has been 3 weeks.
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