Got a call from a guest who was upset because her bedding was stained. Asked her if she wanted fresh linen or to move - walked down with fresh sheets and a key to the room next door just in case.
Apologized for the fact that housekeeping put sheets on the bed that were obviously stained. (looked pink like dried blood) Since she had booked the room through priceline we were unable to offer her a discount. I very politely told her that our hands were tied but if she called priceline and explained the situation she would most likely receive a discount through them. Told her at least three times our hands were tied. She even asked for a free night voucher - and I told her we were franchised and unable to give her discounts at other hotels in the brand.
She then dropped this bomb - I don't want to go online and give you a bad review but I will. I told her that it was her right to complain but in all reality all she had to do is call the number she booked the room with and it would be handled.
Apologized for the fact that housekeeping put sheets on the bed that were obviously stained. (looked pink like dried blood) Since she had booked the room through priceline we were unable to offer her a discount. I very politely told her that our hands were tied but if she called priceline and explained the situation she would most likely receive a discount through them. Told her at least three times our hands were tied. She even asked for a free night voucher - and I told her we were franchised and unable to give her discounts at other hotels in the brand.
She then dropped this bomb - I don't want to go online and give you a bad review but I will. I told her that it was her right to complain but in all reality all she had to do is call the number she booked the room with and it would be handled.
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