This is my 1st review of anything but I feel strongly about this experience and want to share it with others.
I had an opportunity to stay at Country Inn & Suites on 2/24/12. My husband and I were leaving on vacation and had stayed here in the past and decided to stay again because of the convenience. I reserved online several weeks ahead of time using my AAA discount the rate of $81.90. I also reserved for our return trip on 3/3/12. I later learned about the “park & fly” service and called on 2/24/12, (12:47pm), to inquire about this as well as confirm my reservation for that evening. I confirmed my reservation, (in fact I was told I had 2 rooms), I cancelled 1 and requested that the other be a king, the staff person told me it was not a problem, I also confirmed my 3/3/12 reservation. I asked about the “park & fly” service and was told that the shuttle started at 4am, the cost was $25, we could park for up to 10 days, and after that the car would be taken elsewhere. I asked if I could reserve for the shuttle before we checked in and she hesitated and then said yes. Everything was set to go. Unfortunately, when we arrived for check in everything went wrong. Somehow the reservation was not found and I did not have the confirmation number. Also, the reservation for 3/3/12 was not there nor was a reservation for the shuttle. The staff person at the front desk said the hotel only had a suite at the rate of $150.00 and there was nothing she could do. She called, “Lacey,” the assistant manager, who talked to her and now the best was rate now was $108.00, I talked to Lacey as well. I told her all the details I was told earlier about the “park &fly,” etc… How would I have known this information unless I talked to someone earlier.
Now we were offered either a king or 2 queens at $108.00, remember earlier, we were told there were only suites left at a rate of $150.00, where did these rooms come from?
It was late and we took the king room, at $108.00. We decided not to use the “park & fly” service AND not to stay at this hotel on the return trip. I made the mistake of not having the confirmation number, and not getting the name of the person I talked to in the afternoon.
This is not about the money, it’s about the principle.
1. Honoring a reservation that was made, based on all the details the customer had about the reservation.
2. It’s never good business practice to lie to a customer.
My husband is a Club Carlson member and has frequently stayed at Country Inn & Suites. During this transaction he presented his membership card hopefully to assist the front desk person with the process.
All we wanted to accomplish was to receive the rate we had before. Presenting the Club Carlson card as proof of repeat visits was of no value. All we can conclude is the Club Carlson membership is of little value and that Country Inn & Suites cares more about profit than it’s customers.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
6 March 2012
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As a valued guest, I want to truly apologize for the inconvenience you and your husband experienced during your most recent stay with us. I appreciate your candor and must agree that the matter was not resolved in the most appropriate manner. Please accept my sincere apologies. I would truly like the opportunity to speak with you about the error and assure you this is not common practice with our hotel. We strive to maintain a high level of customer service and satisfaction. In this instance, we truly fell short.
We are always striving towards improvements. This instance is a lesson we can learn from to ensure it does not happen again. Again, I thank you for bringing it to our attention. I hope you were able to enjoy your vacation despite its rocky start.
Please feel free to contact me with any questions, comments, or concerns.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC