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Quality
Inn 100% Satisfaction comes at a cost of courtesy.
My recording
session didn't end till 9:30 tonight and Andie told me we got a
call from Quality Inn saying the room was not charged. I said, did
they apologize? She said not really. I said that is too bad. She
said he sounded polite and courteous. I said I better get online
and take down this page. Then guess what happened.
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I
had just signed on to remove this page because tonight I received a phone
call that our room was note charged. I heard the "you've got mail"
voice so I checked my mail and that is when I received the following e-mail
(highlighted in yellow) from the Quality Inn:
Subject:You
got your free Night~!
Your
room was not billed! So why don't you stand behind your word and
clear up your unsatisfied room rage on your web page. We do not allow
our guests to retrieve there own linen so that is False.We also go the
extra mile to rectify our problems.
vbohannon@qualityinn-az.com
I was stunned.
I am in business and understand
customer service. Do you go the extra mile by calling a customer a liar?
Is it professional to send such e-mail, unsigned and suggest
that we are scamming a free room?
It
isn't smart to send that to someone who works on the web and has the ability
to forward it to Triple A with all the paths in place to show from where
it came. Did I miss something, or is there an apology hidden there somewhere?
I thought I was done being shocked by this hotel. I believe it to be the
management in Cottonwood and not a trait of other Quality Inns because
we have never had such a problem before, ever, anywhere. We travel a lot:
we flew to Arizona for the weekend. An account of this incident will be
sent to Quality Inn Corporate Headquarters and Triple A accompanied by
a printed copy of the above e-mail.
I believe, as represented by the above e-mail, that this situation
resulted from poor training of the staff. The night clerk, Jennifer, was
courteous but ill equipped to be in her position. She didn't even know
how to transfer a room without leaving the first room charged to our credit
card. Nor did she know how to check for another room because it was after
midnight and the computer only showed what was available for the next
day. She obviously didn't know that telling a guest where to find clean
linen was not policy.
The morning clerk was also polite but explained, after
I showed her the 100% Satisfaction Guarantee, that she didn't know how
to comp a room. I was upset but I asked her, "Am I being rude?"
She said,"No, You are very polite. Some guests are very difficult
to deal with." Hmm. Interesting.
We traveled 14 hours on Friday, from Phoenix to the
Grand Canyon where we spent the day site seeing from our rental car. We
then drove to Cottonwood to meet up with family at Franco's, the restaurant
at the hotel. We had a free place to stay in Sedona, but we just wanted
a simple night of rest and were prepared to gladly pay for a short stay
in the hotel. It was after 11:30 when we checked in. What we got was anything
but a simple night's rest.
I have saved the specifics of our concerns on another
page for reference and I was so looking
forward to putting this behind us when I received the above e-mail. We
thank them for, in the end, not charging the room, however this does not
buy the right to insult us via e-mail. My heart goes out to the employees
of the hotel in Cottonwood, because if this is how the management treats
guests, I can hardly imagine how employees are treated.
If
you have had similar experiences, please take the time to write a letter
to Triple A and to Quality Inn Corporate Office.
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