Days Inn and Suites Groton

Review: We took a few day vacation to the Days Inn in [redacted], CT and before we left and when I booked the hotel, I was told that the hotel gave guests a real crib. I called the night before and was told at that time by the hotel that the real "crib" that was given to guests is a playard, not a crib. These are not for children to sleep in, they are for them to play in. Given that this was the NIGHT before I was supposed to leave, I was in a bind. I had to call around and rent a crib from a retailer so my daughter would be able to sleep in the hotel while we were there. This was a $102 expense that had to come out of my pocket that never should have happened. I have tried to get this resolved through Days Inn Customer Service to no avail. I would like this situation to be resolved immediately. Every time I keep calling the Days Inn Customer Service I keep getting re-directed to the hotel itself, which I do not wish to speak with as they are not willing to solve my complaint in the matter I wish to have happen.Desired Settlement: I would like to be refunded the $102 that I spent out of pocket to rent this crib that I never should have had to do, and would not have done if given the proper information at the time of hotel booking. I would have stayed at another location that had a real crib for my daughter to sleep in.

Business

Response:

Good Morning. I am happy to speak on behalf of the Days Inn and Suites regarding this issue ([redacted]. There have been some communication setbacks regarding our immediate response to the Revdex.com for which I apologize. Over and above all that a response on behalf of the hotel is duly warranted based upon some of the exaggerated claims made in the context of the complaint to your office. Let me substantiate some of the areas of focus regarding the overall complaint.

1) The Crib Within the past 10 years and after many well publicized and well documented stories regarding liability issues about "traditional" wood framed beds, the hotel industry has transitioned to supplying guest requests for "Cribs" with the "Playpal models" . This way a baby can avoid rolling over through gaps and other inferior areas of support provided by the former "traditional Crib". In 39 years of hotel management and as this transitioned area has taken place, I have never experienced any guest dissatisfaction regarding this issue especially where steps have been taken to improve child safety.

The "Playpal" is provided with very soft "cushion-like padding" that most babies can easily rest and sleep in.. Our hotel staff like most others would never identify a crib as "real" or otherwise because of the purposes that the "Playpal" can serve in providing the same comfort levels as the "traditional "crib.

2) Hotels obligation and response Like any public service related industry, especially when it comes to lodging, it is our primary focus and obligation to give each and every guest the best in service and quality of product. If and when those service standards come into question by our guests , we are mandated by our brand along with our own personal sense of obligation to accommodate the guest in our best approach possible. We have taken no less the same approach in the case of this complaint. A key fact in this case and perhaps the most important is that the guest was aware of the style of crib that would be given to him when he called the hotel the day prior to his arrival. If this was the major area of concern that it has turned out to be , the guest had more than ample opportunity to cancel his reservation with us and to seek out other lodging opportunities that would meet his needs. He chose to continue his obligation to keep his reservation. At no time was the management staff advised that the guest went and "rented" or "purchased " a crib . Therefore we were never made aware of the incurred charge. In noting the guests continued dissatisfaction, the on site management team extended a $15.00 room rate adjustment for each night of his stay, provided a free room upgrade into a " King Suite", a late checkout at no extra charge , and finally although breakfast closed at 9:30 am, the on site management team went over and above by allowing the guest to take breakfast items to feed his family well after the normal closing hour of breakfast service.

3) Days Inn Brand Interaction As part of The Days Inn Franchise agreement, we are responsible for responding to guest complaints and to achieve mutual resolution within a reasonable time frame without financial penalty by the brand after the complaint is issued . Based upon our quick reactions and responses to the initial complaint, the brand found our resolutions reasonable and just and closed the case . This was in stark contrast to the perception of how the guest thought it was resolved. At the brand request we reached out to the guest in question on multiple occasions . The guest failed to interact with us directly even though he said we were not attempting to resolve his issues.

4) Conclusion The track record for delivering excellent quality and levels of service rank very high among many of our competitors both locally and nationally. We receive excellent and fair reviews from our guests on an ongoing basis and are subject to public review on an on going basis . This guest situation was resolved fairly, appropriately and in a lot of instances exceeded needed expectations . The guest was in a position to resolve his own situation long before his arrival . Its unfortunate for all parties that the guest chose to continue to advocate for reimbursement when in fact the value of what was done initially for the guest exceeded the financial value he was looking for . The Days Inn and Suites in [redacted]'s first and foremost obligation to their guests are for their safety and security. We strive each and everyday for their overall satisfaction. We feel strongly that in this particular case we were right and just in our timeliness of response and resolution. We value and respect our high standards of business practice with the Revdex.com and request that our actions regarding this case do not impact those perceptions moving forward.

Respectfully

Room Sales Director

[redacted] and Suites / Days Inn [redacted],Ct

[email protected]

www.Grotoninn.com

Executive Board Member Connecticut Lodging Association