Holiday Inn Express/Darien

On the Friday April **th
the guest *** *** checked in at 3:50PMAt around 10pm we got a
call at the front desk from room *** that toilet does not work The Manager went to the room *** to
check the toilet and the Manager saw that water coming slow to
the flush tank and guest and a friend of
the guest was agreed that water was coming slow as they can hear the noise tooThe guest asked the
Manager if they can move them and the Manager said that hotel sold all rooms but have few rooms
down stairs and only problem with the room has no lamp by the bedBut if they can wait until next
morning he can give them room next doorAfter this discussion guest said they were tired and did not
want to move all their stuff on the ground floor they rather stay in the same room and can manage, and
asked the manager if the public restrooms are working, so they will use it if they ned itThe Manger
asked the guest are you sure? Guest said yes it’s not a big deal they might won’t need the restroom until
next morning and laughedAnd manager left.
Next morning when manger came to front desk he asked the night auditor if he had any calls from room
*** or if they ever came down during the night to use rest roomsNight auditor said no one called from
the room and he did not see anyone to go to public restroom during the night until 7am.
At around 10:Guest came to the front desk and the manager was right there and the manager asked
if everything was ok, the guest said yes and only thing they want to know which room number they are
moving to? The manager gave them room Until then there were no sign of complain or
dissatisfaction from the guest.
On Sunday around 10am the Manger received a call from the hotel front desk staff that guest from
room is asking for full refund for the inconvenience they had during their stayThen Manager talked
to the guest *** *** and guest said they want full refund for all inconvenience during their stay.
Then the Manager apologized and politely asked why you did not mention any thing during your stay.
The guest said NO I did not mentioned it because If I’d mention it you would let us go and I would not
take chance as all hotels were booked for the weekendThe Manager said No there were rooms in
nearby hotels but not the discounted rate which *** *** had for $as that weekend rate
hiked up to minimum $per nightThen guest started yelling at the manager over the phone that she
did not gut the room for discounted rate as she booked in Feb Manager tried to clarify what he
meant to say was he was comparing her rate to current rates per night if she go to different hotel
The guest said, it did not matter as she booked this hotel why would she go anywhere elseAnd they
said they had to go to rest room several times throughout the night and Manger told the guest that
verify with the hotel staff that you did not come to the restroom during the nightAnd Guest said it did
not matterShe wants her money back for the nightAnd started yelling to the Manager.
The Manger again apologized and disagreed to give full refund to *** *** as *** ***
and her friend used the all other facility of the hotel such as hotel room, Beds, Bathrooms, Hot
Breakfast, Hotel Wi-Fi, Hotel Cable etcAlso *** *** and the Manager agreed mutually about
staying in the same room for the night As Hotel does not have hrs maintenance person hotel could
not resolve the issue at 10pm and they did not want move all their stuff to different floor or did not
want to pay higher price to other hotelThey rather like to be moved to the next door room next
morningSo *** *** decided to manage with the situation instead of go through all other
options which are seems to be inconveniences for *** ***Our hotel strongly believe to provide
the best customer service and *** *** happily chose to stay in the room and used all other
facilities comes with the roomIt was very unfortunate that *** *** came up with her
dissatisfaction after used all services and amenities of the hotel at the time of checking out of the hotel.
Hence hotel does not agree to give full refund to the *** *** but can offer a free night stay for
at the hotel in *** GA (free stay is not valid during special events and only upon availability or with
prior reservation) or 15% refund of her night of **th
Apr 2014.
Please feel free to contact us if you have further questions.
Thank you
Hotel Managemen