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| - I am a business traveler and SPG member. Customer Service has always made my stay at hotels either wonderful or miserable. In this case I wouldn't say miserable but definitely frustrating.
Before arriving for check in, I called Four Points in Tempe,AZ to confirm that a refrigerator would be available for my room since I knew there was a limited amount and only available upon request. An employee named "Yetta" took down my name and said she would take care of that request for me. So I preceded to buy groceries for my 6 day stay there. I checked in and Yetta couldn't find my name in the reservations so I gave her my wife's name since my company usually puts both of our names on the reservations. She then finds the reservations but informed me there were wasn't anymore refrigerators available at the time. What frustrated me even more was that she wasn't even apologetic nor made eye contact. She asked for my ID so she could put my name on the reservations and quickly tried to move past incident. I informed her that I just bought groceries and now have no where to store them but she said nothing. I then turned to my coworkers, who received a refrigerator, and asked could I just store my groceries in their refrigerator. I then requested to Yetta when a refrigerator becomes available can she put me on the list to receive one. She said yes. Two days later as I'm speaking to my other coworkers (there was about 10 of us) he mentioned he received a refrigerator a day before! I thought how was this possible since I was the next one on the list? My coworker said he just called the front desk and they brought one right up. That made me even more frustrated. Four days into my stay I voiced my complaint to another front desk employee and she offered to send a refrigerator to my room right away. But by then it was too late since I would be checking out the next day. I asked her if she saw my request for a refrigerator in the records and she couldn't even find my name in the room reservations! I told her "Yetta" already asked for my ID and supposedly put my name in the reservations. She then made an excuse for "Yetta" and said, "well that's not like Yetta so maybe she just forgot to save your information by accident." She then offered me a $5 voucher and suggested I buy snacks in their market pantry for my trouble. I thought, "wow, is that their idea of great customer service?" I was completely inconvenienced and not given priority as a loyal rewards member.
Aside from this incident, my room was on the 2nd floor which reeked out cigarette smoke everyday. I'm not sure if this is a smoking hotel or not but the smell was only strong in the hallway and not the room so I was fine with it. The rooms were average.
I did like their "Go Green" program which I received $5 vouchers everyday for not using housekeeping services. The bartender (with an Irish accent) was very courteous! I ordered dinner and went to pick it up. It was missing the salad so he offered to bring it up to my room. He refused the tip I tried to give him.I thought that was very nice of him.
The breakfast was terrible. Pancakes and french toast was always hard and rubbery unless freshly prepared. Scrambled eggs weren't bad. The omelette I ordered was so greasy I couldn't even taste the ingredients. However, the chef was friendly. And the older waitress knew how to serve and always had hot green tea ready for me.
The 4th floor rooms were the nicest.The had new sheets, pillows, and comforters. Some balconies are bigger than others. They all face the pool.
Overall, if the customer service was more accommodating my rating would be 3 out 5 stars. I hope they retrain their employees and emphasize the importance of genuine customer service.
Go to the Vine Tavern Bar across the street for the best freaking happy hour (3-7) ever!!! $3-32oz beers and $5 tequila shots, $5 wings. Go even if it's not happy hour and it's still cheaper than the hotel:)
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