Well we didn’t make Dickinson, ND today. From the delays we had yesterday resulting from the horrible stay in Beaver, I am super tired and super sore. We spent a little time in the hot tub last night and then we were really hungry so I took a quick run to Safeway before it closed and grabbed some frozens. After that we just went to sleep.
We had to stop a few times on the 250 mile trip from Dillon to Billings because my back was just bothering me too much. The drive was very scenic though, I can definitely see the draw to come to Montana. Some beautiful valleys with rivers running through them that would be great to set up a nice piece of property along.
So as we get to our hotel room and set everything up (like internet) we got an email from the Quality Inn in Beaver. Here is what they sent to me:
Dear Mr. McGraw,
On behalf of the Quality Inn of Beaver I would like to offer my sincerest apology for your inconvenience during your stay with us.
I would like to thank you for bringing the issue you had with your stay to my attention. We take great pride in the customer service our hotel provides to our guests. It is also our goal to provide guests with what they ask for to help their stay more comforting. In my research I see that you had checked into the hotel at 7:50 pm August 24, 2010. I spoke with my staff that worked on that day about this issue. On this day we had been notified by Beaver City about a power outage that would occur from 12:00 am to 4:00 am. We had placed on our doors as well as the counter the notice about this going to happen. It was also mentioned upon check in to all guests. I was on the phone when the power was turned off speaking to my clerk and over heard the conversation you had with him about the power. At no time did I hear my staff have an attitude with you during his explaining why the power was off. However, I have spoken to all of my staff as to the proper procedure if this was to occur again in the future. This way there is no misunderstanding when the power is being shut off to making the guests aware of it happening.
As this is something that we have no control over I apologize that I am unable to give you a credit for your stay. We followed policy that had been placed if this was to occur. Had there been an issue with it at the time of arrival it was explained to you that you could have stayed elsewhere. We don’t want to lose you as a guest and we try and accommodate all guests to the best of our ability.
I would like very much for you to give us a second chance next time you’re in the area. Along with my apology I’d like to offer you a 10% discount off your next stay with us. Please call the hotel directly to make your next reservation and reference this letter and upon arrival present this letter to receive this discount.
Again, I would like to express our regret that your stay was not to your satisfaction.
Del Hinckley, General Manager
To me that is basically a giant ‘fuck you, you should have stayed elsewhere’ from them. Here is what I just sent back.
I appreciate your quick reply, however while your 'policy' on informing customers may have been in place, it certainly was not enforced. At no time during the check in was any notice available, nor was it mentioned to me and nothing was on the door in our room. When my wife talked to the front desk clerk (when the power shut off) what he said was that he didn't know what was going on, and that he had just got there, he did NOT tell her about the town turning off the power, as you allege. If all your staff were aware of what was going on, he should have been able to answer my wife's question. Also, if all these notices were around, and we were supposedly informed of what was going on, why would my wife head to the front desk, where you say you heard her, ask what was going on?
When I checked out and asked about the power outage the girl at the front desk certainly kept repeating that she had a sign on the front desk, but where she pointed out where she put the sign, at check-in there were numerous maps of the facility. If it was underneath the maps I appologise for not realising that I had to root through piles of papers to find the notice.
I understand that the power outage was the city's doing, and I do not hold you responsible for cutting the power, however in not being informed by any of your staff, and the attitude I have dealt with in trying to find out what was going on I do hold you responsible for. I would also expect, that even though it is not of your making, you would automatically offer a discount to all guests for the inconvenience. Because of the lack of sleep this caused us it has set us back a full day of driving, which costs us an additional $150 in lodging and food. I find your lack of willingness to resolve the issue to be pretty insulting. As of right now I am going to continue to take this to Choice Hotels corporate.
Also, I fully understand how customer service should be handled, not only have I worked retail sales before but in my last job I was sent (sometimes over 100 miles) to deal with the 'difficult' customers and make them happy.
So the ongoing saga of Utah continues. I donno what it is, but so far this trip has had a lot of downs in it, from the Uhaul, to Utah. Maybe its things starting with the letter ‘U’?
I do have to say the people at the GuestHouse Inn and Suites in Dillon were very nice. Not only in allowing us to use the hot tub after hours, but in telling me where to find food and when Safeway closed. Also this morning checking out the girl was very pleasant and told me about trying fried bologna and onions in an egg sandwich. (we were talking about their continental breakfast and sidelined into more breakfast talk) I told her about an egg in the hole, which she had never heard of before, which to me is odd because I grew up eating them and love them.
So we are in Billings, MT for the night. Everything is pushed back a day too. Tomorrow we are just going to go about 300 miles to Dickinson, ND.
My apologies for not getting the chance to really read or respond to everyone’s blogs. I just haven’t had the chance to really go through them. I’ve just sort of been randomly clicking on a few and reading them. Kathy beats me if I am on the laptop too much. :(
The first time Beaver has disappointed me! Hopefully there will not be a second time. Cliff - Peer Pressure Works, Chad - The Grind, Kelly - ‘Round the Bend, Kim - In Desperate Need of Entertainment, Erron – From the Inside Looking In, Kyle - Blog, Liam - In the Now, James – Feelings of White, Shaun - Expedition of Truths, Tammy - Tam I am, Vlad – Analog Coast, Janine – Because.