Some people can just ruin your day
I got this hotel room for me and my kids to stay when we were visiting family in the area. My in-laws live about 15 minutes away. My kids are teenagers and young adults. I dropped them off at the hotel and drove back to spend time with my wife and her parents. When I got back to the house, I saw my daughter had been calling me. The room card had stopped working. I asked her to just tell the front desk. She said "I did. They wouldn't give us another one." I asked her what she meant. "They won't give us a card unless you give permission." Ok, fine. They're being cautious. I send the kids a picture of my driver's license so the staff could clearly see their father was the person listed on the room. Nope, wasn't good enough. So I called back and asked to talk to the desk worker. She said that was fine and would reset their room card. BUT WAIT!!! The supervisor, Jenny, overrode the common sense decision and refused to help my kids get into our room. So I talked to her on the phone, verified my info, the kids (3) showed her pictures of my driver's license texted from a contact called "Dad" and this woman still refused to help us. I had to drive all the way back to the hotel to get them to reset the card. Unbelievably poor customer service. Oh, did I mention I'm white and my kids are mixed? Is she prejudiced? Or just an unhappy, difficult and spiteful person? You be the judge. To make matters worse, when we checked out I asked to have the owner call me. Never heard from him.
Comment from Hotel Management
08-Oct-2017 by Customer Care, Hotel Management
Thank you for taking the time to reach out to us. We apologize that you were not pleased with your stay due to the condition of your key card and the service you received from our staff at that time. This is certainly not the kind of experience we would like you to have. Our team is working hard to make sure that our guests are comfortable and are receiving our best service. Your feedback is greatly appreciated as it helps us facilitate all the necessary improvements to provide an outstanding service. We hope that you will give us the opportunity to redeem ourselves and deliver a seamless experience on your next stay.