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  • When looking for hotels I find that Country Inn & Suites is always the go to, however this particular location was completely different. Upon arrival we learned that check in wasn't until 3pm and at the time it was 1:30 pm. We asked if there was a way to get an early check in as the person I was travelling with had a concert to perform at and would need to be at soundcheck and after soundcheck we would not be back until around 4am (yes we really got back at 4am). The front desk staff informed us there was nothing that could be done and that we weren't the first group that was turned away. When we asked for a manager he checked to see if a room was available so we felt like he was at least trying. What happened from there was where I still don't understand. It was 1:30pm and when we came in and by this time it was close to 2pm, the question was asked does it take an hour to clean one room and the managers response was "Yes" he then went on to say they were understaffed but he didn't want to bother us with the reason behind it however at that time it would've been helpful. The parking lot had 7 cars out there (yes I counted) and it was no noise there so it was hard for me to understand since they were not full and NO accommodations could be met. I understand that others were turned away but if they left that means that they may not have had time constraint. We however were and with all the hotels we've been to across the US we have never experienced this were nothing not even a restroom to freshen up would be offered. For me I feel it's important to hear your customer out and figure out ways to accommodate even when you're faced with an issue where it will take an hour to clean one room. If 3pm is the policy and you don't budge, just say that however could you have offered a restroom for the artist to at least freshen up and change clothes to make soundcheck in time? I think you could have. There are so many other scenarios that I can come up with but I will say this, have compassion when working with your customers, hear them out and know that there are times where you may have to practice mindful leadership and positive customer service to allow for a great experience even when you a faced with a non-negotiable policy. Also make sure that there is language looking at the hotel website, for the chain it shows "Since hotel policies regarding early check-in (generally before 2:00 p.m.) or late checkout (generally after 12:00 p.m.) vary by location and by hotel, please call the hotel directly prior to your arrival to make any necessary arrangements. Hotel direct phone numbers can be found on your confirmation email or on the Hotel Information page." If you have good customer service and can relay the message and include a solution to accommodate the guest no matter who they are and provide whatever help you have it makes it all the better. We cancelled our reservation and booked with the Radisson Hotel Madison and it was a completely different experience and their customer service from beginning to end was perfect.
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