We had one night booked (months in advance). Check in was odd... held my ID so we could check the room. No mention of a change to reservation but I used my key to enter a standard queen room instead of the one bedroom suite we had booked. Went to the desk and, oh... yeah... we had to downgrade you to be able to get you a room. Downgraded? Who actually says that? They were overbooked but absolutely refused to acknowledge any blame. The clerk and his manager actually tried to present it as if they were doing us a favor. They actually suggested it was our fault that they were overbooked. They suggested it was because we had booked on an outside site (which would still not be okay), but we let them know we booked through Extended Stay (on the company website). Oh... well... you are lucky to have a room. It's the Balloon Festival... rooms are hard to get. Wait, what? That's why we booked a room months ago. If you ordered a steak at a restaurant and they brought you a dried out hamburger patty... should they be able to suggest you are just lucky to eat - because they are running out of food? After asking for at least a reduced rate, they grudgingly offered 20 dollars. They said it was the difference between the two rooms. I don't know... but to have to downgrade a customer, it seems they would want to offer some kind of additional compensation. I once stayed at an Embassy Suites that comped the entire room because our check-in was delayed by several hours. Clearly Extended Stay America doesn't have quite the same concern for customer satisfaction. We cancelled our room (at no cost - how gracious of them). I felt good about it... maybe the lady who had reserved two rooms but was being told by the desk clerk that she only had one (despite her confirmation email to the contrary) would actually get her second room that night. Or maybe someone who drove many hours only to arrive later that night to find out that they couldn't even be downgraded would actually get to stay... instead of running around frantically, at who knows what time of night, to find a room... since... you know... they were overbooked. We did find another room... at the Sandia ******. It was amazing! Two queens instead of a queen and a sofa sleeper (yet to have any linens) shoved into the room. Nicer, cleaner, valet parking, and fifty dollars cheaper. But, best of all, every member of the staff greeted us and treated us like we mattered... like they actually cared if our stay was going well and, indeed, if there was any way they could make it better. Perhaps the staff of the Extended Stay could visit the facility for a bit of customer service training.
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