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Poor customer service by manager
Monday, June 29, 2009
This flame/post has more to do with the response by the manager than with the actual facility which is better than most LQ's in Texas. I frequent this chain quite a bit for business travel and stay here when in Houston and am in hotels on average well over 100 nights per year. On 6-23-09 the hotel lost all water pressure due to a water main break (no fault of theirs) and as such no one had any water for showering etc. that day. Upon check out I politely asked if there would be any type of consideration for us not being able to shower/shave etc. and the desk clerk advised she had no authority to make that decision. I then asked if it would be possible to get a 50% rate reduction on my next stay which would be for the following Wednesday (24th) night to which she again replied she had no authority. The mgr was out that day but I left my cell phone and request and asked that he call me back. Needless to say no mgr callback. I called again early Wednesday to talk to the mgr and was told (by a different desk clerk) that he was still out. I explained the situation again about my request for a 50% reduction and was informed by this clerk that she to was unable to make that decision. After talking to her some more she did say she'd try and call him on his cell phone and ask on my behalf. She called back within 5 minutes and stated that the mgr was unaware of my requests and desire for a callback but would extend a $10 credit. I thanked the clerk for trying after informing her that the $10 was very inadequate (in my view) given what happened. What pisses me off more than anything is not empowering employees to make decisions if management isn't on site to make the call on what to do or not to do. I may be out of line on this given the water issue wasn't the hotels direct fault but I don’t think asking for some consideration on a 'future' reservation was out of line. I didn't get in the clerks face that morning all upset that I couldn't shower or shave and look like crap nor did I demand any type of refund
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415 Fm 1960 Rd
Houston, Texas 77073
(281) 784-1112
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