Approximately 2-3 months ago, I stayed at the Super 8 in Grove City Ohio. (the hotel was in a transition from a motel 6 to a Super 8) When I stayed there, I had a Horrible Experience, and when I left, I got online and filed a complaint on super8.com
I never heard back from them for the longes time (no phone calls, no letters, no emails) Finally on June 30th I got a letter in the mail from The Super 8 In Grove City. The letter apologized for the inconveniences that I had and offered me a free nights stay anytime in 2011.
I decided to make a reservation for July 1st, and noted in my reservation that I had a certificate or letter for a free nights stay. I asked them not to charge my credit card.
On July 1st around 11:30pm, I checked in. The Front Desk Clerk was very nice, and set me up in a king room, and had me sign a receipt showing that I owed $ 0. The Front Desk Clerk then took the letter that I had, and stapled it to the receipt.
I spent the night, and had a good night. At approximately 10:15 I woke up and was running late. I called the front desk and asked them for 15min to 30 min extra to check out. The Front Desk Clerk was Rude, and said " We dont offer Late Check Outs" and told me I ad to be out by 11:00am.
I then jumped in the shower, and was in the process of getting a shower, when I got a hard pounding knock at my door. I got out of the shower and went to the door, to find the front desk clerk telling me that the letter that I gave them was not the origonal and was a " photo copy"
I told the desk clerk that I was dripping wet, and would come right up and speak to them as soon as I was done.
The clerk left and I then got back in the shower, and finished my business. When I got out of the shower, I got a Nasty call from the Front Desk Clerk who said " We are charging your credit card" How do you want to pay for this room. This letter is only a photo copy and not the origonal."
I was very angry at this point and said " I will be up in a minute, and I want to speak to the GM" This is terrible customer service" The Desk Clerk Replied " That Does not matter" I was so mad that I hung up on him.
I then got my stuff together and went to the front desk. As I exited the room, the Desk Clerk was standing outside with his hands folded, as if he was making sure that I was not going to run off without paying (very intimidating) (I almost called the police)
As I went inside the desk clerk began to gripe at me, and demand payment. I said " I want to speak to your regional Manager" The Desk clerk said " the property manager is inside"
I walked inside and spoke to an older man who appeared to be of indian descent. He began to yell at me, and say that the letter that I presented him was a photo copy, and not the origonal, and demanded payment.
I then proceeded to take out the envelope that the letter was mailed in and show it to him. It was from The Super 8 in Grove City and was post dated 06/28
The man said " well that does not prove anything, you could be using this photocopied letter for a few nights stay and ripping me off. I said, " Sir, Look at the post date on the envelope. It clearly shows that the letter was mailed June 28th, this is July 1st" I then asked him when was the last time I stayed there, and he said its " been a few months ago".
I then said " I had a bad experience here a few months ago, then you send me a letter inviting me back for a free night stay, and now you accuse me of stealing and ripping you off, because the manager (Sonia West) sent me a photo copy, instead of the origonal? What kind of customer service is that"
The man Yelled at me in front of other customers and said " The Customer is not always right"
I said " Yes but I have documentation that I am right"
I then said, " so how are we going to resolve it, because I was not going to leave there with out this being resolved, even if I had to pay for the room" The Man then said " Just get out of here and I left the property.
I have to say, that This is the absolute worst customer service that I have ever seen
I served as the General Manager of the Super 8 in Zanesville from 2009 to and served as a General Manager of other hotels, in the past (this includes Best Western, Sheriton 4 points, Days inn and Cross Country Inn's) I am not the average Guest.
I can say this, I know that there is mix up's in paperwork, and things happen and signals get crossed, but NEVER IN MY LIFE HAVE I EVER BEEN TREATED SO BAD AT A HOTEL.
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