So this call took place before I became a Supervisor in my department, around 2 months ago.
Me: Thank you for calling Guest Relations, this is dekydrose speaking. How may I help you?
Sucky Platinum Member (hereafter known as SPM): Yes. I would like to complain about my stay at the Express in Cedar City?
Me: (Sidenote: My husband and I had just returned from the Holiday Inn Express in Cedar City and had an awesome time). I'm sorry to hear that! What happened?
SPM: Well, it was just horrible. The hotel staff was rude to me, my room did not have a heater in it and neither did any of the 4 rooms they moved me to, the fire alarm went off at 3 AM, the pool was freezing, the hot tub's water level was below the required level and it was too cold, and to top it all off, someone had entered into my room and moved everything to the opposite side of the room! When I spoke to the hotel about the items being moved, they told me that housekeeping hadn't even gotten to my room yet so they didn't know who did it! It was the worst hotel stay ever and I demand a full refund for the two nights I spent there. Plus, it's in the middle of nowhere. There was nothing to do.
Me: I'm so sorry about the incidents that occured! Now, I just want to clarify. This is Cedar City, Utah...correct?
SPM: Yes.
Me: Ok, and when did you stay at the hotel?
SPM: This past Friday and Saturday the (confirms dates)
Me: Now that, sir, is interesting. I..
SPM: Oh ya! And they were undergoing renovation too!
Me: The hotel in Cedar?
SPM: Yes!
Me: Really? Where?
SPM: The entrance to the hotel. The carpet was being torn out and replaced, I could smell the glue in my room and it made me sick. It was hard to enjoy the breakfast when everytime I opened my mouth, I tasted the fumes.
Me: Hmm. And this is the H.I. Express in Cedar City, UT?
SPM: Yes. I have never experienced such a hotel before.
Me: Sir, I was at the hotel the same dates you were. There was no rennovation going on. The pool was around 78 degrees, the hot tub was filled to the same level every other hot tub I have seen was, and the rooms have heater units on the wall that you can use to control the furnace...
SPM: *click*
OWNED! And of course I noted his attempt to scam us in his files. Which are permanent. Which are pulled up everytime a member complains.
Me: Thank you for calling Guest Relations, this is dekydrose speaking. How may I help you?
Sucky Platinum Member (hereafter known as SPM): Yes. I would like to complain about my stay at the Express in Cedar City?
Me: (Sidenote: My husband and I had just returned from the Holiday Inn Express in Cedar City and had an awesome time). I'm sorry to hear that! What happened?
SPM: Well, it was just horrible. The hotel staff was rude to me, my room did not have a heater in it and neither did any of the 4 rooms they moved me to, the fire alarm went off at 3 AM, the pool was freezing, the hot tub's water level was below the required level and it was too cold, and to top it all off, someone had entered into my room and moved everything to the opposite side of the room! When I spoke to the hotel about the items being moved, they told me that housekeeping hadn't even gotten to my room yet so they didn't know who did it! It was the worst hotel stay ever and I demand a full refund for the two nights I spent there. Plus, it's in the middle of nowhere. There was nothing to do.
Me: I'm so sorry about the incidents that occured! Now, I just want to clarify. This is Cedar City, Utah...correct?
SPM: Yes.
Me: Ok, and when did you stay at the hotel?
SPM: This past Friday and Saturday the (confirms dates)
Me: Now that, sir, is interesting. I..
SPM: Oh ya! And they were undergoing renovation too!
Me: The hotel in Cedar?
SPM: Yes!
Me: Really? Where?
SPM: The entrance to the hotel. The carpet was being torn out and replaced, I could smell the glue in my room and it made me sick. It was hard to enjoy the breakfast when everytime I opened my mouth, I tasted the fumes.
Me: Hmm. And this is the H.I. Express in Cedar City, UT?
SPM: Yes. I have never experienced such a hotel before.
Me: Sir, I was at the hotel the same dates you were. There was no rennovation going on. The pool was around 78 degrees, the hot tub was filled to the same level every other hot tub I have seen was, and the rooms have heater units on the wall that you can use to control the furnace...
SPM: *click*
OWNED! And of course I noted his attempt to scam us in his files. Which are permanent. Which are pulled up everytime a member complains.
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