I tried to sleep at the Comfort Inn in Downers Grove, BUT:
Me and my family check in on 05/21/2016 so that I can sleep in that day before having to get up early every day for the next week while I was there. Check in went great, moved into the room and unpacked. The following morning, I was woken up too extreme screaming coming from the hall way well before I wanted to get up.
I woke up in a panic thinking that someone was being murdered and with the number, maybe someone was going on a rampage. It was very traumatic for me and my family. After going up to the door to find out it was noise coming from across the hall way, we were able to figure out that it was a church group singing. I would like to point out that this is not an issue with the church, as any event could have been going on at the time.
Me and my family proceed to get dress while listening to the screams and songs from the other room. We went to front desk to move, however there was no room for us to move into at the time. We decided to go about our day and come back and re-pack our stuff, and then move to a new room, then un-pack again.
While doing that, we did talked to some of the other guest, employees, and church members to find out that this happens every weekend on Sunday, and that other guest have complained in the past about this exact issue that I had with the hotel. I was not the first guest to complain.
For the rest of our stay, we did experience normal hotel noises that would be expected and was a great stay after we moved.
For a small sample of what I woke to, please see https://www.youtube.com/watch?v=W3i1SlJuU8I&feature=youtu.be
That was the stay, what really bothers me is that this event happening to me and my family was:
A) Preventable by management (that room should have never been sold)
B) Has prior complaints that management has refused to address
C) Caused by management not taking customer feedback and responding appropriately.
D) The staff should at a minimal warn guest that something of that nature will happen, and not book people there.
I called the customer service number to report the incident and was given the ID 8506455. They did contact the manager.
For this, the management (Mr. Patel) has added 2,000 points to my account, which comes to about 1/3 or less nights stay to a hotel that treats its guest like that. For a known issue that could have been prevented, that is almost insulting. I would never want to stay at a hotel that does not take customer feedback.
I replied with an email that looked and sounded like what you have read so far and also cc'd email@example.com and firstname.lastname@example.org
After waiting a short time(15 hours) and not receiving an update or reply, I decided to contact support again since I did not feel that the manager has any concern about my complaint.
Contacting support again, the lady called the hotel, talked with the manager, and came back and reiterated that he had for my 'inconvenience' given me 2,000 points and that he was not willing to do any more and that that Choice Hotels was going to 'stand behind the hotel'. I think that the management really downplays the issue, making me feel even less valid and more insulted.
I found this to be nothing short of jaw dropping. The fact that Choice Hotels would stand behind a management that does not listen to its customers complaints and attempt to respond is crazy to me. So, I insisted on speaking with a supervisor. After waiting a bit on hold, I was offered another 2,000 points, I think I rejected it because to be honest, I'm still in shock. Then placed back on hold, after a short time, the lady offered to have a manager call me when they open up, I said I was fine staying on the line as it really does not bother me, but she said that no supervisor was willing to take the call at the time.
To be honest, I think me being on the line for so long was making the metrics look bad and they wanted me off because of that. But I don't know. The supervisor has not called me back yet, I am sure he will, and I will send you an update when that happens.
Its annoying to think that if Mr Patel had listen to prior customer complaints, and added policy's like informing the guest at check in, that this entire thing could have been avoided.
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