Complaints

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 2023 I chose to stay at this hotel due to great pricing on hotels.com. I am in a transition between housing. I let staff know that I needed the best price that They could give since I would likely have to stay for 2 months. One staff Notified me that it is better to go through their website because going through a Hotel app is not reliable and will not give me the best price. When I first had to make decisions about what I could afford the staff let me know that a full month would be about $2000 per month, but only if I schedule for 7 consecutive days at $74 per night. They also noted that they price match. This week of pricing with hotel stays is very inconsistent with discounts applied, room towels, room keys do not work twice in a row. If I go get Ice I have to go back to desk to get my key rekeyed to go back to my room. Upon Hotel Staff recommendations I talked with Staff each time I checked in because my reservation would not always show up if I made a reservation using an app like Hotels.com, Expedia, Trip Advisor, Priceline, Hotwire, etc. Now I am beginning to think that is not true. The reservation may come through but if I am told that it is not showing up then they give a bunch of different confusing scenarios of paying a $100 deposit versus a $200 deposit, qualifying for additional discounts, if booking through them versus a travel website, AAA discounts, etc. I signed up with their rewards system that they did not tell me about and requested that my points be applied to my account from September and October. I was told that they cannot do that, they can only apply it going forward. The staff says that are Privately Owned and there is no **************** that can assist them in making customer service decisions. I gave the ********************** a good review before the negative customer service experience began.

  Business response

  10/18/2023

  Dear *******************;

  You were issued your GrandStay points for your last stay because you had signed up for the points program during that stay. We can only go forward on stays and not past ones. We do have weekly and monthly rates available, but they have to be consecutive days and your stays are usually a Monday-Friday stay so they would not qualify.  We do not issued points for stays booked through a 3rd party site and we do charge a $100 damage deposit for any guests who arrive under those.  It is hotel policy. All cash paying customers must pay a $200 damage deposit at check in. 

  I had a conversation with you concerning your son being alone in our breakfast room and making breakfast.  We have had to clean up an extensive mess serveral mornings after he tried to make waffles-waffle batter was all over the counter, the machine and the floor. My staff was unsure of how to handle the situation with him because we have seen him get very upset several times over different situations that have occurred at our front desk. 

  I worked that morning when I talked to you. I had observed him trying to make two waffles. Knowing that he had troubles before, I helped him pour the mix into the cup and he then poured it onto the waffle maker.  He almost burndt himself twice while doing it where he jumped back because he had touched the waffle pads. He also had trouble getting the waffle off the maker when it was done. I told you about the situation and my concerns for his safety, that is why I told you that he did need supervision while in the breakfast area for his safety. As his mother, you needed to be aware of the situration and our concerns.  

  ***********************

  General Manager

  Customer response

  10/19/2023

   I am rejecting this response because:

  The response that I received is not focused on my issue. I think that I could have been encouraged to enroll in the hotel points system the first or second week while staying at the hotel. Especially, once we knew that we were going to have to stay there for 2 months. 

  My complaint is not related to my son or my need to know about his safety. I appreciate being notified. 

  My complaint is related to the number of days that I stayed at the hotel without being encouraged to join their point system which could have really helped. Then the hotel's inability to look at the number of stays that I had and allow me to have those points that could have really helped. Why wouldn't this hotel have the power to accommodate this request when I was obviously a loyal customer? Why doesn't the ********************** value customer loyalty over giving points? 

  
  

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