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  • A friend of mine got stranded in Phx overnight on what was supposed to be a one hour layover. She called me for help as she was tired, her cell phone was dying and she knew I was familiar with the area. The airlines gave her a "coupon" for a discounted rate through Quality Inn. In addition to the BS service and sheer attitude received from American Airlines, the Quality Inn representative was worse. The hotel rate (AFTER "stranded traveller discount") was the same as much higher quality airport hotels in the area that I would have preferred to book. I simply moved forward with this transaction as it seemed the path of least resistance (ha) to avoid confusion for my friend who had been stuck going in circles all day. When calling Quality Inn for the courtesy shuttle, the operator/front desk person blurted out "North Side, Door 1, 20-25 minutes" and hung up without retrieving ANY information from me. Upon calling back 35 minutes later and politely inquiring, I pretty much got yelled at for apparently not being at the station, even though I sent my friend there immediately, who had watched EVERY SHUTTLE go by. The representative said she didn't know what to tell me other than "They need to hop on when it comes by." If only the tone were that friendly. Approximately 10 minutes later, my friend sees a Quality Inn shuttle, boards it, and verbally confirms that it is going to Quality Inn. The driver told her "No, he is coming shortly." Not quite sure why the SIGN on the shuttle said "Quality Inn", but whatever. Regardless, go to the Hilton Garden Inn for about the same $$$, higher quality rooms, and less attitude. They say that no good deed goes unpunished. Apparently, that's true. Regardless, NO ONE needs attitude when booking a hotel or shuttle, having been at the airport for 14 hours prior, or not.
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