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| Submission date: 2005-11-05 - Date of Stay: October 2005 |
| Submitted by: Heidi - From: United States |
| Type of Traveller: Weekend Breaker - Age Group: 31 - 40 |
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| Poor Customer Service |
| On Saturday October twenty-ninth, 2005 my husband and I were looking forward to a nice weekend getaway for our anniversary. We were really looking forward to this, as this would be our last time to get away "kid-free". We will be expecting our first child at the end of December. Anyway, we arrived a the Super 8 Motel located in Henrietta, New York at 3:00 pm (check-in time-as I was told on the phone after giving my credit card for reservations). Upon entering, we were greeted very nicely by the young lady at the front desk. She told us that our room was not ready, they had had a busy night and a few members of housekeeping had called in sick. My husband and I both understood this being that we are both in customer service. We had wanted to know how long it would before we could get a room, we were both tired and I just wanted to put my feet up. Another woman from behind the desk came up to inform us that she was not sure when that would be. We just wanted to know what to do from that point on. We were looking at some kind of timeline, half-hour, hour or what. They could not give us any information. Thoroughly disguisted with the lack of effort on their part we left and told them we would not be staying. We did find a nice place to stay and the incident was over in our mind. We knew we would never stay there again but that was all the action we were going to take. A few days later I get a statement from our bank and Super 8 had taken it upon themselves to charge us for a night's stay. Not a twenty-five charge for cancellation (although in our minds that would not be accpetable either, due to that fact that they didn't have any rooms ready and couldn't tell us when one would be ready) they charged us seventy-eight dollars for an overnight stay that didn't even take place. My husband and I are furious at the customer service we received and even more furios they had the nerve to charge my credit card.
We think that the better way for Super 8 to have handled that circumstance would have been for them to tell us to give them a half an hour and they could have a room ready for us. I personally have worked in the hotel business and know that those things happen. You do whatever it takes to make the customer happy. In this case that did not occur. It also is not very trust worthy for them to charge a credit card for no services rendered. |
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