Hotel Management "Word" was NOT Honored
By A Yahoo! Contributor, 11/16/11
What is the most important quality for judging a hotel? Hotel amenities, location, room cleanliness, etc. are all importnat things to consider. But perhaps the most important aspect is something that we don't often factor in when evaluating a hotel; perhaps the most important quality is the hotel's "word" or "promise." If you cannot believe what the hotel staff is telling you, then everything else is worthless. Let me briefly describe what happened during my wife's recent stay at the Randolph Park Hotel & Suites.
A 21-day advance reservation was made for 4-nights. After 2-nights, my wife’s party checked out. Prior to checking out, they asked the hotel manager whether a reimburstment (credit) would be made for the two nights not used. The manager said said. When the credit wasn’t issued, my wife inquired about it and that same manager responded that he was not aware of the 21-day reservation and thus, no credit would be permitted. Despite writing directly to the Randolph Park Hotel & Suites management and explaining the entire situation, the hotel still refused to issue a credit.
It doesn’t matter whether the hotel manager was at fault or not for initially saying that a full credit would be made. The issue we’re now facing is that Randolph Park Hotel & Suites refuse to HONOR the word of their employee. When my wife was told that a full credit would be issued, it should have been. There can be no exceptions. This clearly demonstrates the total disregard for the customer. If Randolph Park Hotel & Suites cannot live up to its promised word, how can you trust any other service they provide? Will they honor the hotel rate that you made the reservations for? Will they fix any problems you experience while at the hotel? If their word cannot be believed, all aspects of their business is suspect. I guess customer service doesn't apply at this establishment.
I would recommend finding another hotel when visiting Tucson. Why stay at a place where management has such little respect for the customer?