We can add to that list Quality Inn Sea-Tac Airport, since the one we just stayed at was anything but "Quality".
A better name would be "Holding out until the building falls apart Inn." A little wordy, but a better fit for what your expectations should be.
We had been a guest of this Quality Inn apparently an owner or three ago, so when fate and vacation had us needing to spend the night in the area again, we were eager to spend our money where we had before as we were expecting another quality stay.
The problems started a month prior when we had called asking a few questions. Now the first problem was getting the call to complete. We are in Denver and only have cell phones, so likely at the time cursed phones and carried on. Once we did get on the phone, we asked if the hotel offered airport shuttle service. "Yes we do. Just give us a call from the shuttle pickup area as soon as you arrive." "Sounds good. Do you also offer a shuttle service to Pier 91, as we are taking a cruise." "Yes, we do offer shuttle service to the piers." "Great, thanks!"
The day before we left, we called to see if we needed to let them know when we were arriving so they can pick us up. We were told that all we have to do is go to the Courtesy Shuttle and call them to let them know we were there to be picked up.
When we arrived on 9/13/14, we were eager to get to the hotel room. We hurry down to the busy and loud waiting area and start calling the hotel to let them know we are there for pickup, as instructed. The phone rings and rings and eventually hangs up. It must be those blasted cell phones again, right? We tried countless times, both trying on our own devices likely longer then we should have wondering what was going on. Meanwhile watching a fleet of other shuttles going by, stopping and picking up other guests for other hotels.
We decided to call customer service for Quality Inn, Choice Hotels, and realized it was not our phones as we got right through. "Rob" answered the phone and I expressed I was having trouble reaching one of their establishments as the phone number was just ringing and there was no answering. And Rob's day saving solution? Read me off the phone number from the hotels website. Thanks, Rob. For a second there I almost forgot I called to report there was a problem with the phone number working... I explained that we were left stranded at the airport and asked if they could try to contact the location to see if they can help us. Maybe they had a special number or line? Surely the organization that has their name on the building can offer some help. But I had given them too much hope. They came back to let me know the number was indeed not working for them either. I explained one of the reasons we chose their hotel was because of the shuttle service and asked what we should do. They replied I should just keep trying to call them. I stated I was already left hanging for some time, and asked if I could receive some sort of compensation as a paying customer. I was informed since I booked the room through Orbitz, that there was nothing they could do for me and I'd have to take it up with the hotel.
So hoping still there was some kind of problem with our phones that was causing the problem, I ventured over to the courtesy phone at the airport and tried calling them, to still be greeted by the endless ring. We admitted defeat at that point and hired a taxi to drive us to the location. Once we arrived we were greeted with a lobby fairly full of other customers I would not describe as happy.
Quotes I remember are "I reserved a room that was handicap accessible." Followed by a "where on here does it say that?" Another guest was fuming that the hotel had lost their reservation. We make it up to the front to check in and ask them if they know their phone system is down, which they respond they do, "tee hee." I explained we could not call them to have a shuttle pick us up, and had to pay for a taxi and they said "Oh, sorry about that." And it was back to business. No apology that they couldn't provide one of their advertised services at their guests expense and offer to discount the room or anything past a "wish I wasn't here" sorry. I explained we never even saw them come by and they replied they were by every half hour. Now as we waited an hour, that allows at least once for a shuttle to pass, and that didn't happen. Also so nice we couldn't speak to them since their phone system was down and they knew it, I guess we would have needed to dash in front of traffic to get the drivers attention or maybe throw a milkshake at his window to get him to stop.
So I ask if they can compensate us at all for having to pay for our own way to their hotel and was still never given an answer. The conversation shifted to "the cleaning staff hasn't gotten to your room yet, so it's going to be a wait." We reply "Seriously?" And we get a matter of fact shoot back "check in is at 3". Now for a moment I figure hey, maybe the schedule is off due to the time zone difference between Denver and this one is on us, and it was ten tell three, But then I notice the room key holder has printed right on it, "check in is after 2" not "Check in After 3".(Also on Orbitz, it states that check in is at 2.)
As we make the march to the room, which was on the 3rd floor and given no direction so we had to wander around the halls for a while, we noticed that the floor boards seemed weak, and bounce with every step. The issue continues to the room itself, which took us a while to notice, not because all of the other amenities dazzled us, but because it took 3-4 swipes of our keycard to get in. At that point we just started to notice all of the wear and tear of the place, and we get the feeling this place had some water damage or just is finally starting to break down, and they don't even seem to care if anyone noticed.
We head down to at least arrange for the shuttle to pick us up and take us to the Pier so at least we can be done with this place come morning. At that point they ask for my credit card. I ask why and they let me know it's 12.00 per person. I let them know I had called to ask about the service earlier and no one mentioned there was a fee. The response I got was a glance around the room as if too say once again "I wish I was anywhere but here right now". And I said "we asked if there was a shuttle to the pier and you said yes." And they "well we do, so the answer is yes" "I get that, but it was never mentioned there was a fee for it." I suppose this was my fault, as a traveler passing through one night, I should have known the trip to the pier was not covered with the other shuttle service we asked about at the same time. No empathy, not even sympathy, just a "sucks, huh?" Attitude and an eagerness to run my card. "Well it sucks mostly because of you." "I know, right?"
(After doing more research when we got home. It states at the bottom of their page that there is free one-way shuttle to Piers 91 and 66. http://www.seatacqualityinn.com/
Good thing that the girls that were working the front desk were idiots and even messed up that charge. They entered it in as the $100 hold for additional charges and we weren't charged the $24.)
The next morning we find out that our card has two $100 pending charges. We were baffled as we had already paid for everything through Orbitz. All that should be on there is the $24 charge for the shuttle to the pier. We go down to see if there was another person finally working at the front desk. The front desk manager Crystal was there. I explain to her what happened the previous day. She apologized and gives us back our money for the cab fare. She also apologized for the two $100 pending charges and said that they should fall off in the next couple of days. We appreciate her attempt to make things better but we will not be staying here again. This Quality Inn is the worst that we have ever stayed in.
No comments:
Post a Comment