My complaint:
I booked to stay 2 nights at this hotel because I was having surgery at MDA. I get to my “1st” room. I have a habit of checking things before settling in. The shower has no HOT water pressure. So I called the desk clerk, she offered the maintenance to come to room but could not give a time In which he would be there. So I asked for another operable room. I went and checked the 2nd room water pressure was better. 4am I’m getting ready to take a shower and NO HOT WATER. I let the water run for about 7 minutes or longer still no hot water not even warm water. I called front desk clerk explained that this was my second room and now I have no hot water asked for a emergency maintenance . She says maintenance will not be in til 8 or 9. So I asked why would I be expected to take a cold shower. I asked her did she understand what this is putting me through right now. With no compassion she says no and what you want me to do. Then I asked for a manager, she says they were not in. So I said to her there should be one on call. “No response” Explained to her again that I was getting ready for surgery and that I should not have to be stressed or aggravated with issues like this before surgery. She then says well I can let you take a shower in another room. So I asked was the room near me. Places me on hold for 10 minutes so I decided to go down stairs to discuss the matter. She has the worse attitude. She goes on to say that she would have to go check every room that she was the only one there that was not her job. I told her I was not concerned about her job duties but I know that one of them was to take care of the customer. She Still showed No compassion or concern in her customer service. The security guards says to me that they have a water issue. I said to her and I as a customer and I as a paying customer should’ve been told that at check in or even moving to my 2nd room otherwise how am I to know about issues the hotel is having. Another issue in the 2nd room was the ac. The unit would go from hot to cold. Now having to move to a 3rd room with not knowing if issue is resolved. I am not only concerned for me but other customers that may be patients of MDA and regular customers for that matter. No one pays money for a hotel to take a cold shower or have have problems with the ac going cold to hot that could possibly add to the issues they are already having.
Suggested solution:
At this point I want my money back for hotel and parking so that I can find another hotel with HOT water. Staff need to trained on customer service etiquette. If you are having a major issues in your hotel it should be stated in your booking or the time of your arrival. “Get the problem “NO HOT WATER” Repaired”. It was said this was a on- going issue. Do some up grades with the place repair the issues. Not only water but AC’s not working properly. When I stay in a hotel I go thinking that the living is going to be close to home or better than. I am very aggravated in how my stay has been this far and very disappointed in how things where handled as far as customer service. I’m requesting my money back.
