There were many fantastic parts about our trip to the Black Hills that I loved, but unfortunately our hotel was so disappointing, it pretty much obliterated any warm, fuzzy feelings I should be having about the trip.
When I booked the hotel room, our intent was to get adjoining rooms, which we’ve easily done in the past. This hotel had connecting rooms, but they were already booked, so I went ahead and took two non-adjoining rooms and kept checking for cancellations. When we arrived, I happily discovered that the suite with one living room area and two King beds and two baths was available for all but one of the nights of our stays. I scooped it up, especially when I was told it even be a little cheaper than two separate rooms.
I imagined that the suite would be beautifully appointed, clean, secure. It was anything but. I was happy to be able to leave it every morning for outings.
Since our return home I made a phone call to the hotel, and when that was nonproductive, I filed a formal complaint on-line. When that also was responded to and subsequently rejected, I requested the next up on the chain of command.
While I’m sure you would all be riveted by the details of not only the state of the room and the specifics of the phone call and emails (riveted, I say!), I will wait until this has been resolved, one way or another before exposing more.
What I want to know is have you ever had stayed someplace you were severely disappointed in; and then did you request an adjustment? Did you have any luck resolving the issue in your favor?
And whatever happened to Customer Satisfaction?