I had a complaint about the cost of a high end hotel I stayed at. Via email I requested a partial refund. They denied that so I asked to speak to the manager. The manager called me up and gave me the refund and then proceeded to be a total asshole to me. I never cursed or even raised my voice to the guy.
I expect this might happen at a Holiday Inn, but not a high end place. I guess you can get treated like dirt anywhere these days.
Found a brown M&M in the candy jar?
Didn’t you know the cost before you checked in ?
Is that your only complaint or could you clarify the problem ?
It’s not the hotel’s fault if the manager is an asshole. However, if you want corporate to do anything about it, they won’t know about it if you just post on a forum.
Yes, you absolutely need to report it to their corporate HQ.
You might also email it to The Consumerist.
I was supposed to get a discounted rate but I did not get it , so I knew the cost I was supposed to get. I checked in anyway and figured I would complain later and get a refund which I did get. They knew they were wrong which is why they quickly refunded my money.
The refund was great, I just did not expect to be yelled at for 5 minutes for asking for the refund. Not sure why the guy was such a jerk, my guess is he’s like that 100% of the time.
It’s not a chain hotel, it’s locally owned. I guess I could complain to the owner.
What was he yelling at you about?
I can understand poor service issues, but to call and complain about the cost of a very expensive hotel seems a bit odd. Most rate info is published and the limitations of special deals is usually well documented. Were you overcharged?
If I was the manager of a very expensive hotel and someone call me up to bitch about how expensive it was I might be a bit put out.
He was mad because in my email I used the word “shafted” and he took great offense to that. He clearly wanted me to apologize for that “awful” word and I did not say I was sorry.
He also said stuff like “how dare you ask for a refund” and other stuff along those lines. The strange part was he said all of this after he already agreed to the refund.
I guess he was just not used to people complaining since he thinks this hotel is heaven on Earth
You can post your complaint on :
Why didn’t you say something when you were there? From what you say the manager was an asshole all right, but if you knew there was something wrong but didn’t say anything at the time and complained later that’s pretty jerkish. It’d have been a lot simpler for them to fix the rate right there at the desk.
This. We were staying at a 4 star resort over Christmas. We had some service problems and spoke with the manager. I specifically said it would be unfair to let it go then complain at the end of the trip, so I was speaking up then. He was very appreciative and helpful.
This has been my experience in 4 and 5 star hotels. They want to know about a problem as soon as possible, so they can make things right.
OP, was that not possible this time?
Unless there is more to the story, which I suspect there is, I fail to see why you insult them to get a most likely inadvertent error resolved. If your conversation was like that, I can see it turning ugly pretty quickly.
I just checked into a hotel which I have prepaid through the convention center. The hotel had me preauthorize a credit card for the full amount, so I questioned it. They show that the convention service center had not paid. Since it’s a weekend, I can’t ask the service center, but I had it flagged in the hotel service and I just sent off an email to the center. It will get resolved before I leave.
Being a customer and being right doesn’t mean you get the right to be a jerk. I’m not saying you were a jerk, because there is too much of the story which in unknown, but it sounds like there were ways of handing it a lot smoother.
My knowledge of bonuses and general manager makes me think the GM probably takes a ding to his bonus for every adjustment to previous day’s business.
You might have been out of line to use the phrase, but he was ought of line to try and call you out on it.
There are tons of hotels out there. And if this guy has so much business he can afford to insult you and have you go elsewhere, I suggest do it. How are you ever going to get anywhere serving the public if a “word” and not even profanity, is going to throw you off for a loop.
There’s your problem right there. Why on earth would you check in already knowing you were being charged the wrong price with the intention of complaining later and getting a refund? And then accuse them of “shafting” you?
As someone with lots of experience behind the hotel desk, yes, it would have been muuuuuuuch simpler for you to have raised your concern at any time between check-in and departure. At check-in, with most hotel software, it’s a ten second fix. Any time up through day of departure, it’s two minutes. After check out, it becomes a pain in the ass.
The manager shouldn’t have chastised you, though. The proper phrasing should have been “Thanks for bringing this to my attention. I’m sorry for the inconvenience. Is there anything else I can help you with today?” And then some minor grumbling and cussing after hanging up the phone.
Are they on TripAdvisor? Most locally owned places are…
I agree with this. You shouldn’t have checked in until the price you were to be charged agreed with you. The only reason I could see not doing so is if you arrived late at night, are exhausted and just want to crawl into bed. And even in that case, you should come downstairs first thing in the morning and discuss it with the hotel manager.
I raised the issue at check in and they said “sorry, this is the rate” I told them I would talk to management later and they said go ahead and contact them later.
When the manager called me I expected a 1 minute phone call because he said “I’m giving you the refund” and I said thank you. I did not expect him to launch into a lecture of me for no reason at all after he gave me the refund.