Very poor customer service
By A Yahoo! Contributor, 12/05/09
My husband and I travel here quite frequently as we have family that live here. After having bad experiences in other hotels here we thought we would try this one. This hotel is very clean, rooms large and very accomodating, very affordable rates. Upon check in the staff was very friendly, however the customers that checked in above us were very loud, slamming doors, young kids running up and down the halls, jumping up and down in the rooms. After tolerating this for several hours, (at 10:00 pm) I called the front desk to ask if this would be stopping soon and if she could handle the situation. I was basically told that she would not do anything to control this and that I would have to tolerate it, that they had a right to make this noise. When I pointed out that I deserved the respect of a paying customer also, she then told me that she neither heard none of this or saw any of this. She did give me the managers name but would not give me the owners names ( this is a franchise) and told me the manager would not be in until Monday. No attempt was made to address the problem. The impression was given that she did not really care about any inconvenience to customers just that the rooms were paid for and the hotel was full. Botton line was of course money. I understand that she is just an employee but customer satisfaction should always be a priority, whether a five star hotel or a two star hotel (which this is). I will be contacting management, and also the franchise corporation to suggest that customer satisfaction be a higher priority in their training programs. Depending on response of management and franchise team will determine whether my husband and I chose to spend our money in this hotel again. Other negatives: alot of oilfield workers stay in this hotel during the week and begin leaving between 5:00am and 6:00am with doors slamming and trucks starting so if plan on sleeping late forget it. Very little insulation between rooms and upper and lower floors so there is a lot of noise heard from neighbors, heater for hot tub was broke, copier was broke, loud road noise if you have a room on the north side of the building (I-40 side).
Other positives: nice large inside pool and hot tub, good high speed internet access, refrigerators and microwaves in rooms, coffee pot, iron and ironing board, continental breakfast, nice vending machines.
