Who Missed the Boat?
On Monday, April 23, I wrote an email to customer support at Days Inn corporate:
I was booked in your hotel by my company. I already planned to stay in Holiday Inn, but my company found a better rate at this hotel. Hotel. I am not intending to go on a tyrade about the word hotel but as for me and many people I know, a hotel is an enclosed building with a restaurant, meeting rooms and stores. This motel (what I consider the proper word for a place with doors facing outdoors) has meeting rooms.
As for my room (that I am currently in), the vinyl wallpaper is holding together the wall. I have killed multiple flies, and my non-smoking room smells like smoke. As I was outside my motel room door, another customer was complaining because the room had makeup all over the room assigned to her. I figured I would at least take a bath...nixed that after finding hair (very possibly pubic) still in the tub.
When I arrived in the room, there was an overpowering smell of deodorizer. I now understand why. I unfortunely am stuck here until Friday. I just thought you should know how your franchisee is doing with your brand label.
I gave up on the email after a day with no response.
On Monday, April 30 (one week later), I received a response:
Good Afternoon,
Thank you for contacting the Days Inn Customer Service department concerning your stay at the Glen Burnie, MD hotel. We sincerely apologize that the property did not meet your expectations of Days Inn's high standard of guest service. This property is independently owned and operated under a Days Inn franchise, and its management is responsible for meeting Days Inn standards.
The information you provided has been forwarded to the General Manager of this franchised hotel for review. Please allow a minimum of 7 business days for the General Manager to investigate your concern and respond.
Once again, we sincerely apologize for not meeting your expectations. We place a high value on your continued patronage of Days Inn facilities, and we hope that you will stay with Days Inn again soon.
Melissa Huber
Customer Service Representative
Case #2000463
HUH?! Didn't I already allow 7 days for YOU to respond? Are you the ONLY Days Inn Customer Service person? Were you on vacation? Did you say HIGH standard? This is the second Days Inn I have been stuck in over the past and both times were the worst.
I responded in minutes, not days:
Melissa,
Seven days to respond. You lost my business.
John
This brings me to my point (as I almost always have one). Do these people just miss the boat? What good did they think would come from responding a week after the email was sent? Do they have their wires crossed? Her title says customer service, right?
Did you know...
In Chicago, the statue of Ulysses Grant is in Lincoln Park and Abraham Lincoln's statue in Grant Park.
I was booked in your hotel by my company. I already planned to stay in Holiday Inn, but my company found a better rate at this hotel. Hotel. I am not intending to go on a tyrade about the word hotel but as for me and many people I know, a hotel is an enclosed building with a restaurant, meeting rooms and stores. This motel (what I consider the proper word for a place with doors facing outdoors) has meeting rooms.
As for my room (that I am currently in), the vinyl wallpaper is holding together the wall. I have killed multiple flies, and my non-smoking room smells like smoke. As I was outside my motel room door, another customer was complaining because the room had makeup all over the room assigned to her. I figured I would at least take a bath...nixed that after finding hair (very possibly pubic) still in the tub.
When I arrived in the room, there was an overpowering smell of deodorizer. I now understand why. I unfortunely am stuck here until Friday. I just thought you should know how your franchisee is doing with your brand label.
I gave up on the email after a day with no response.
On Monday, April 30 (one week later), I received a response:
Good Afternoon,
Thank you for contacting the Days Inn Customer Service department concerning your stay at the Glen Burnie, MD hotel. We sincerely apologize that the property did not meet your expectations of Days Inn's high standard of guest service. This property is independently owned and operated under a Days Inn franchise, and its management is responsible for meeting Days Inn standards.
The information you provided has been forwarded to the General Manager of this franchised hotel for review. Please allow a minimum of 7 business days for the General Manager to investigate your concern and respond.
Once again, we sincerely apologize for not meeting your expectations. We place a high value on your continued patronage of Days Inn facilities, and we hope that you will stay with Days Inn again soon.
Melissa Huber
Customer Service Representative
Case #2000463
HUH?! Didn't I already allow 7 days for YOU to respond? Are you the ONLY Days Inn Customer Service person? Were you on vacation? Did you say HIGH standard? This is the second Days Inn I have been stuck in over the past and both times were the worst.
I responded in minutes, not days:
Melissa,
Seven days to respond. You lost my business.
John
This brings me to my point (as I almost always have one). Do these people just miss the boat? What good did they think would come from responding a week after the email was sent? Do they have their wires crossed? Her title says customer service, right?
Did you know...
In Chicago, the statue of Ulysses Grant is in Lincoln Park and Abraham Lincoln's statue in Grant Park.
Comments