| rev:text
| - Participants:
Myself, My Husband
Setting:
Phoenix, AZ
Background:
We find ourselves at 11a needing to find a decent hotel in the Tempe-ish area with wifi for the night. We have about 3 hours of solid work online to get done, and plans to head out to the Giants game at 6p. This was a frustrating turn in the day, and I had not yet had the chance to shower or eat breakfast, so I was really looking forward to everything running smoothly. We booked this hotel through Travelocity, and the ratings looked satisfactory, so to the Clarion we go....
12:30 - We arrive at the Clarion.
Me: We have a reservation.
Front Desk Clerk: Our system is down.
Me: Oh, does that affect us getting our room?
FDC: I don't know if you have a reservation.
Me: I have the email on my phone, is there something you could do? Just give us a clean room and we can straighten this out later?
FDC: The system is down, there is nothing I can do.
Me: Uh...Ok. We will go get something to eat and come back.
2:00 - We arrive back at the Clarion after eating (btw, Biscuits restaurant down the street, fantastic)
FDC: The system is still down.
Me: Ok, that seems not to be getting fixed very quickly, could we please just have a room?
FDC: There isn't anything I can do, the system is down.
Me: Seriously? You can't simply give us a clean room and we can figure this out later?
FDC: I dont' know what rooms are clean, the system is down.
Me: There isn't anything you can do?
FDC: There isn't anything I can do, the system is down.
2:45 - We arrive back at the Clarion after taking a drive.
FDC: The system is still down.
Me: Im sorry that it is, but we would really appreciate just getting into a room, any room. Ill let you know if it is dirty.
FDC: Let me have you talk to my supervisor.
Front Desk Supervisor: The system is down, but I can call and check your reservation. It should only take a few minutes, if you can just wait.
Me: Thank you, I really appreciate it.
Immediately after this, the Front Desk Clerk gets engaged in a conversation with someone that walks in. Granted, it was about a recently retired coworker that passed away, Im not a monster, and give this moment its due. The conversation continued for several minutes while we waited. Finally after close to twenty minutes of waiting, we were given a room key.
I realize at this moment that I should ask about the wifi password when the "system" comes up. She gave it to me, and I was happy to finally get in the room.
We get into the room and not only was the table covered in very visible crumbs but there is no wifi, even when the "system" was up. All they had was DSL. This was key as we BOTH had to work.
I had to cancel a client meeting, the room was a total joke, and I would give it a value of around $60-70 instead of the $130 we paid. This was the most expensive hotel on our trip, and by far the worst.
During the entire exchange with the staff, no one seemed to have any interest in stepping up to make certain we could get what we needed, which was the room we had already paid for. It should not take close to three hours to check into the hotel room.
This was horrible customer service, and the hotel was mediocre at best to begin with. FAIL.
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