Sent: Friday, January 09, 6:PM [redacted] Subject: RE: Revdex.com Case # [redacted] Good Afternoon, Regarding Complaint # [redacted] , here is the hotels account of the situation The Hotel Derek tries to accommodate all of our guests within reason It is stated on the registration card and explained at check in that we respect the quiet hours of our guests The registration card was signed by Ms [redacted] The hotel also has signage on every floor of the hotel indicating the quiet time policy of the hotel Once we receive a complaint from a neighboring guest room about noise, we issue a first warning and depending on the level of noise, sometimes issue a second warning In the case of Ms [redacted] , the hotel staff received a complaint regarding loud talking as well as loud music When the security officer approached the room, it was then determined that Ms [redacted] was above the appropriate noise level of the hotel We then received another noise complaint and this time, we called the guest room to inform them that if there was another occurrence, we would have to ask them to leave the hotel The process that the hotel followed for this guest is clearly outlined on the registration card and since Ms [redacted] registered at the hotel, she agreed to comply with the hotel’s policies Please let me know if you have any additional questions I can also be reached at [redacted] Best regards, Micheline [redacted] | Guest Relations Manager Hotel Derek | West Loop South| Houston, TX Office: 713-297-| Fax: 713-297-| Email: [redacted]
polite complaints to management are dismissedI was treated like an it and my very valid, reasonable complaint was brushed off and dismissed completelyLet me preface this review with the caveat that I work in customer serviceSo I'm very, very understanding about service, and I'm the LAST person to complain about stupid thingsWhen I complain to a business, it's a legitimate complaintIt takes A LOT to make me angry about serviceAt check-in, Hotel Derek's front desk clerk reiterated to me THE ORIGINAL rate on my hotels.com booking confirmationThe next morning I wake up to a bill from the hotel slipped under my door, with my original total, plus a $"Hotel Derek Service Fee" added to itManagement swore up and down that "we make you aware of the $charge when you book with us, it's on our website when you're booking, etc." Problem is, I booked through a third party (hotels.com), and while the charge was in their fine print, it was not included in my booking confirmation (I will be writing a separate complaint to hotels.com about their failure to make this charge prominent)So even if that's not the hotel's problem, and instead a failure on the third party booking's end, they still had an opportunity to make me aware of the additional charge at check-inThey did notAgain, at check-in, the front desk clerk reiterated to me the total on my hotels.com booking confirmation.The manager I complained to said "We make you aware of the charge at chewhen you sign our agreement." When I explained that I never signed ANY kind of agreement at check-in, he said, "Oh, you didn't?" "No, I didn't." "OhOkay." If this is a standard charge for ALL hotel guests, regardless of if you book directly or with a third party, it should either be included in the price of the rooms or reiterated at cheat the front deskOtherwise, it honestly comes off as predatoryAnd I could even let the issue go as partly poor marketing at hotels.com, if hotel management had taken my complaint seriouslyBut when I explained VERY POLITELY to management that their front desk failed to communicate an accurate total to me at check-in, I was treated to a blatantly dismissive attitude, and treated like an itAfter I told the manager to lose his bad attitude and said that I don't appreciate not being taken seriously, here's how the rest of the conversation went: Manager, in a bored tone: "Well that's too bad, now is there anything else I can assist you with?" Me, calmly: "Yes, you can demonstrate sincere concern about my problemI would appreciate you following up with me after talking to your front desk staff about the failure in communication at check-inI'll give you my email or phone number and you can follow up with me at your convenience." Manager, sounding bored again: "Yeah, I don't think that's something I need to follow up with you onAnything else I can assist you with?" Me, again, calmly: "Yes, you can lose the attitude, stop repeating that dismissive little question at the end every time, and make an effort to reach out to me after you've talked to your staff." "Ma'am, is there anything else I can assist you with?" **CLICK [redacted] Never staying here againA four-star hotel doesn't remain four-star for having quirky, trendy decorIt requires competant training of staff and management that gives a [redacted] and takes complaints seriously
*Disclaimer [redacted] I am a Black maleOn March 6, 2016, I book a night with Hotel Derek (Houston)I am a videographer, and was preparing for a jobI had a Fog Machine that I thought was stream-based, so as I was testing the equipment, it triggered the fire alarmThe fire department came out, I explain the situationThe fire department leftThen the manager came up to the room, I attempted to explain to him what happenedI apologized to the manager, and told him I was not aware the Fog machine would trigger the fire alarmHe stated I violated the smoking policy, and I again attempted to explain that I was not smoking, and that it was ignorant on my behalf but it was an unpredicted eventThe manager said, " I understand, but you are evicted as of now, and have to leave the room immediately." I asked to see the "Smoking Policy" because I am sure it did not cover this incidentManager ignored the request and had his staff escort me out the building like I was a criminalFurthermore on top of that, I received a bill for $($- Smoking Fee) + taxes I paid $for the room through hotels.com So this incident cost me $Seems as though Hotel Derek should be better at resolving situation and communication with guest
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
Sent: Monday, July 20, 2015 6:39 PMTo: [redacted] <[redacted]>Subject: Hotel Derek ID [redacted] To whom it may concern, This is in response to the complaint we received...
regarding [redacted]. The Revdex.com case # is [redacted]. We contacted [redacted] on Friday 07/17/15 via phone to address her concerns. She was not readily available. We attempted to contact her via phone on 07/20/15 and left a voicemail and informed her we would follow up via email as well. I have emailed her to address all of her concerns. We apologized for the disservice we caused during her arrival experience for having to wait to check-in. We also addressed the miscommunication that occurred in regards to the pricing for Valet & Self-Parking. This information is provided via the confirmation email. Please see the example confirmation email that we send to our guests after booking a reservation with us. The bottom of the confirmation email states the pricing for both parking options. We did issue a refund to [redacted] for the self-parking charge of $21.65 due to inconveniences she experienced upon her arrival. The receipt showing the refund was sent to her via email. If you have any further questions please do not hesitate to ask. Sincerely, Giarelly A[redacted] | Director of Rooms Hotel Derek | [redacted] Office [redacted] | Email: [redacted]
*Disclaimer* I am a Black male. On March 6, 2016, I book a night with Hotel Derek (Houston). I am a videographer, and was preparing for a job. I had a Fog Machine that I thought was stream-based, so as I was testing the equipment, it triggered the fire alarm. The fire department came out, I explain the situation. The fire department left. Then the manager came up to the room, I attempted to explain to him what happened. I apologized to the manager, and told him I was not aware the Fog machine would trigger the fire alarm. He stated I violated the smoking policy, and I again attempted to explain that I was not smoking, and that it was ignorant on my behalf but it was an unpredicted event. The manager said, " I understand, but you are evicted as of now, and have to leave the room immediately." I asked to see the "Smoking Policy" because I am sure it did not cover this incident. Manager ignored the request and had his staff escort me out the building like I was a criminal. Furthermore on top of that, I received a bill for $863.83 ($800 - Smoking Fee) + taxes I paid $136.12 for the room through hotels.com So this incident cost me $999.95. Seems as though Hotel Derek should be better at resolving situation and communication with guest.
Sent: Friday, January 09, 2015 6:34 PM[redacted]Subject: RE: Revdex.com Case # [redacted] Good Afternoon, Regarding Complaint #[redacted], here is the hotels...
account of the situation. The Hotel Derek tries to accommodate all of our guests within reason. It is stated on the registration card and explained at check in that we respect the quiet hours of our guests. The registration card was signed by Ms. [redacted]. The hotel also has signage on every floor of the hotel indicating the quiet time policy of the hotel. Once we receive a complaint from a neighboring guest room about noise, we issue a first warning and depending on the level of noise, sometimes issue a second warning. In the case of Ms. [redacted], the hotel staff received a complaint regarding loud talking as well as loud music. When the security officer approached the room, it was then determined that Ms. [redacted] was above the appropriate noise level of the hotel. We then received another noise complaint and this time, we called the guest room to inform them that if there was another occurrence, we would have to ask them to leave the hotel. The process that the hotel followed for this guest is clearly outlined on the registration card and since Ms. [redacted] registered at the hotel, she agreed to comply with the hotel’s policies. Please let me know if you have any additional questions. I can also be reached at [redacted]. Best regards, Micheline [redacted] | Guest Relations Manager Hotel Derek | 2525 West Loop South| Houston, TX 77027 Office: 713-297-4317 | Fax: 713-297-4392 | Email: [redacted]
polite complaints to management are dismissed. I was treated like an it and my very valid, reasonable complaint was brushed off and dismissed completely.
Let me preface this review with the caveat that I work in customer service. So I'm very, very understanding about service, and I'm the LAST person to complain about stupid things. When I complain to a business, it's a legitimate complaint. It takes A LOT to make me angry about service.
At check-in, Hotel Derek's front desk clerk reiterated to me THE ORIGINAL rate on my hotels.com booking confirmation. The next morning I wake up to a bill from the hotel slipped under my door, with my original total, plus a $12 "Hotel Derek Service Fee" added to it.
Management swore up and down that "we make you aware of the $12 charge when you book with us, it's on our website when you're booking, etc."
Problem is, I booked through a third party (hotels.com), and while the charge was in their fine print, it was not included in my booking confirmation (I will be writing a separate complaint to hotels.com about their failure to make this charge prominent).
So even if that's not the hotel's problem, and instead a failure on the third party booking's end, they still had an opportunity to make me aware of the additional charge at check-in. They did not. Again, at check-in, the front desk clerk reiterated to me the total on my hotels.com booking confirmation.The manager I complained to said "We make you aware of the charge at check-in when you sign our agreement." When I explained that I never signed ANY kind of agreement at check-in, he said, "Oh, you didn't?" "No, I didn't." "Oh. Okay."
If this is a standard charge for ALL hotel guests, regardless of if you book directly or with a third party, it should either be included in the price of the rooms or reiterated at check-in at the front desk. Otherwise, it honestly comes off as predatory.
And I could even let the issue go as partly poor marketing at hotels.com, if hotel management had taken my complaint seriously. But when I explained VERY POLITELY to management that their front desk failed to communicate an accurate total to me at check-in, I was treated to a blatantly dismissive attitude, and treated like an it. After I told the manager to lose his bad attitude and said that I don't appreciate not being taken seriously, here's how the rest of the conversation went:
Manager, in a bored tone: "Well that's too bad, now is there anything else I can assist you with?"
Me, calmly: "Yes, you can demonstrate sincere concern about my problem. I would appreciate you following up with me after talking to your front desk staff about the failure in communication at check-in. I'll give you my email or phone number and you can follow up with me at your convenience."
Manager, sounding bored again: "Yeah, I don't think that's something I need to follow up with you on. Anything else I can assist you with?"
Me, again, calmly: "Yes, you can lose the attitude, stop repeating that dismissive little question at the end every time, and make an effort to reach out to me after you've talked to your staff."
"Ma'am, is there anything else I can assist you with?"
**CLICK**
Never staying here again. A four-star hotel doesn't remain four-star for having quirky, trendy decor. It requires competant training of staff and management that gives a [redacted] and takes complaints seriously.
Sent: Friday, January 09, 6:PM [redacted] Subject: RE: Revdex.com Case # [redacted] Good Afternoon, Regarding Complaint # [redacted] , here is the hotels account of the situation The Hotel Derek tries to accommodate all of our guests within reason It is stated on the registration card and explained at check in that we respect the quiet hours of our guests The registration card was signed by Ms [redacted] The hotel also has signage on every floor of the hotel indicating the quiet time policy of the hotel Once we receive a complaint from a neighboring guest room about noise, we issue a first warning and depending on the level of noise, sometimes issue a second warning In the case of Ms [redacted] , the hotel staff received a complaint regarding loud talking as well as loud music When the security officer approached the room, it was then determined that Ms [redacted] was above the appropriate noise level of the hotel We then received another noise complaint and this time, we called the guest room to inform them that if there was another occurrence, we would have to ask them to leave the hotel The process that the hotel followed for this guest is clearly outlined on the registration card and since Ms [redacted] registered at the hotel, she agreed to comply with the hotel’s policies Please let me know if you have any additional questions I can also be reached at [redacted] Best regards, Micheline [redacted] | Guest Relations Manager Hotel Derek | West Loop South| Houston, TX Office: 713-297-| Fax: 713-297-| Email: [redacted]
polite complaints to management are dismissedI was treated like an i
t and my very valid, reasonable complaint was brushed off and dismissed completelyLet me preface this review with the caveat that I work in customer serviceSo I'm very, very understanding about service, and I'm the LAST person to complain about stupid thingsWhen I complain to a business, it's a legitimate complaintIt takes A LOT to make me angry about serviceAt check-in, Hotel Derek's front desk clerk reiterated to me THE ORIGINAL rate on my hotels.com booking confirmationThe next morning I wake up to a bill from the hotel slipped under my door, with my original total, plus a $"Hotel Derek Service Fee" added to itManagement swore up and down that "we make you aware of the $charge when you book with us, it's on our website when you're booking, etc." Problem is, I booked through a third party (hotels.com), and while the charge was in their fine print, it was not included in my booking confirmation (I will be writing a separate complaint to hotels.com about their failure to make this charge prominent)So even if that's not the hotel's problem, and instead a failure on the third party booking's end, they still had an opportunity to make me aware of the additional charge at check-inThey did notAgain, at check-in, the front desk clerk reiterated to me the total on my hotels.com booking confirmation.The manager I complained to said "We make you aware of the charge at chewhen you sign our agreement." When I explained that I never signed ANY kind of agreement at check-in, he said, "Oh, you didn't?" "No, I didn't." "OhOkay." If this is a standard charge for ALL hotel guests, regardless of if you book directly or with a third party, it should either be included in the price of the rooms or reiterated at cheat the front deskOtherwise, it honestly comes off as predatoryAnd I could even let the issue go as partly poor marketing at hotels.com, if hotel management had taken my complaint seriouslyBut when I explained VERY POLITELY to management that their front desk failed to communicate an accurate total to me at check-in, I was treated to a blatantly dismissive attitude, and treated like an i
tAfter I told the manager to lose his bad attitude and said that I don't appreciate not being taken seriously, here's how the rest of the conversation went: Manager, in a bored tone: "Well that's too bad, now is there anything else I can assist you with?" Me, calmly: "Yes, you can demonstrate sincere concern about my problemI would appreciate you following up with me after talking to your front desk staff about the failure in communication at check-inI'll give you my email or phone number and you can follow up with me at your convenience." Manager, sounding bored again: "Yeah, I don't think that's something I need to follow up with you onAnything else I can assist you with?" Me, again, calmly: "Yes, you can lose the attitude, stop repeating that dismissive little question at the end every time, and make an effort to reach out to me after you've talked to your staff." "Ma'am, is there anything else I can assist you with?" **CLICK [redacted] Never staying here againA four-star hotel doesn't remain four-star for having quirky, trendy decorIt requires competant training of staff and management that gives a [redacted] and takes complaints seriously
*Disclaimer [redacted] I am a Black maleOn March 6, 2016, I book a night with Hotel Derek (Houston)I am a videographer, and was preparing for a jobI had a Fog Machine that I thought was stream-based, so as I was testing the equipment, it triggered the fire alarmThe fire department came out, I explain the situationThe fire department leftThen the manager came up to the room, I attempted to explain to him what happenedI apologized to the manager, and told him I was not aware the Fog machine would trigger the fire alarmHe stated I violated the smoking policy, and I again attempted to explain that I was not smoking, and that it was ignorant on my behalf but it was an unpredicted eventThe manager said, " I understand, but you are evicted as of now, and have to leave the room immediately." I asked to see the "Smoking Policy" because I am sure it did not cover this incidentManager ignored the request and had his staff escort me out the building like I was a criminalFurthermore on top of that, I received a bill for $($- Smoking Fee) + taxes I paid $for the room through hotels.com So this incident cost me $Seems as though Hotel Derek should be better at resolving situation and communication with guest
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.]
Regards,
Sent: Monday, July 20, 2015 6:39 PMTo: [redacted] <[redacted]>Subject: Hotel Derek ID [redacted] To whom it may concern, This is in response to the complaint we received...
regarding [redacted]. The Revdex.com case # is [redacted]. We contacted [redacted] on Friday 07/17/15 via phone to address her concerns. She was not readily available. We attempted to contact her via phone on 07/20/15 and left a voicemail and informed her we would follow up via email as well. I have emailed her to address all of her concerns. We apologized for the disservice we caused during her arrival experience for having to wait to check-in. We also addressed the miscommunication that occurred in regards to the pricing for Valet & Self-Parking. This information is provided via the confirmation email. Please see the example confirmation email that we send to our guests after booking a reservation with us. The bottom of the confirmation email states the pricing for both parking options. We did issue a refund to [redacted] for the self-parking charge of $21.65 due to inconveniences she experienced upon her arrival. The receipt showing the refund was sent to her via email. If you have any further questions please do not hesitate to ask. Sincerely, Giarelly A[redacted] | Director of Rooms Hotel Derek | [redacted] Office [redacted] | Email: [redacted]
*Disclaimer* I am a Black male. On March 6, 2016, I book a night with Hotel Derek (Houston). I am a videographer, and was preparing for a job. I had a Fog Machine that I thought was stream-based, so as I was testing the equipment, it triggered the fire alarm. The fire department came out, I explain the situation. The fire department left. Then the manager came up to the room, I attempted to explain to him what happened. I apologized to the manager, and told him I was not aware the Fog machine would trigger the fire alarm. He stated I violated the smoking policy, and I again attempted to explain that I was not smoking, and that it was ignorant on my behalf but it was an unpredicted event. The manager said, " I understand, but you are evicted as of now, and have to leave the room immediately." I asked to see the "Smoking Policy" because I am sure it did not cover this incident. Manager ignored the request and had his staff escort me out the building like I was a criminal. Furthermore on top of that, I received a bill for $863.83 ($800 - Smoking Fee) + taxes I paid $136.12 for the room through hotels.com So this incident cost me $999.95. Seems as though Hotel Derek should be better at resolving situation and communication with guest.
Sent: Friday, January 09, 2015 6:34 PM[redacted]Subject: RE: Revdex.com Case # [redacted] Good Afternoon, Regarding Complaint #[redacted], here is the hotels...
account of the situation. The Hotel Derek tries to accommodate all of our guests within reason. It is stated on the registration card and explained at check in that we respect the quiet hours of our guests. The registration card was signed by Ms. [redacted]. The hotel also has signage on every floor of the hotel indicating the quiet time policy of the hotel. Once we receive a complaint from a neighboring guest room about noise, we issue a first warning and depending on the level of noise, sometimes issue a second warning. In the case of Ms. [redacted], the hotel staff received a complaint regarding loud talking as well as loud music. When the security officer approached the room, it was then determined that Ms. [redacted] was above the appropriate noise level of the hotel. We then received another noise complaint and this time, we called the guest room to inform them that if there was another occurrence, we would have to ask them to leave the hotel. The process that the hotel followed for this guest is clearly outlined on the registration card and since Ms. [redacted] registered at the hotel, she agreed to comply with the hotel’s policies. Please let me know if you have any additional questions. I can also be reached at [redacted]. Best regards, Micheline [redacted] | Guest Relations Manager Hotel Derek | 2525 West Loop South| Houston, TX 77027 Office: 713-297-4317 | Fax: 713-297-4392 | Email: [redacted]
polite complaints to management are dismissed. I was treated like an i
t and my very valid, reasonable complaint was brushed off and dismissed completely.
t. After I told the manager to lose his bad attitude and said that I don't appreciate not being taken seriously, here's how the rest of the conversation went:
Let me preface this review with the caveat that I work in customer service. So I'm very, very understanding about service, and I'm the LAST person to complain about stupid things. When I complain to a business, it's a legitimate complaint. It takes A LOT to make me angry about service.
At check-in, Hotel Derek's front desk clerk reiterated to me THE ORIGINAL rate on my hotels.com booking confirmation. The next morning I wake up to a bill from the hotel slipped under my door, with my original total, plus a $12 "Hotel Derek Service Fee" added to it.
Management swore up and down that "we make you aware of the $12 charge when you book with us, it's on our website when you're booking, etc."
Problem is, I booked through a third party (hotels.com), and while the charge was in their fine print, it was not included in my booking confirmation (I will be writing a separate complaint to hotels.com about their failure to make this charge prominent).
So even if that's not the hotel's problem, and instead a failure on the third party booking's end, they still had an opportunity to make me aware of the additional charge at check-in. They did not. Again, at check-in, the front desk clerk reiterated to me the total on my hotels.com booking confirmation.The manager I complained to said "We make you aware of the charge at check-in when you sign our agreement." When I explained that I never signed ANY kind of agreement at check-in, he said, "Oh, you didn't?" "No, I didn't." "Oh. Okay."
If this is a standard charge for ALL hotel guests, regardless of if you book directly or with a third party, it should either be included in the price of the rooms or reiterated at check-in at the front desk. Otherwise, it honestly comes off as predatory.
And I could even let the issue go as partly poor marketing at hotels.com, if hotel management had taken my complaint seriously. But when I explained VERY POLITELY to management that their front desk failed to communicate an accurate total to me at check-in, I was treated to a blatantly dismissive attitude, and treated like an i
Manager, in a bored tone: "Well that's too bad, now is there anything else I can assist you with?"
Me, calmly: "Yes, you can demonstrate sincere concern about my problem. I would appreciate you following up with me after talking to your front desk staff about the failure in communication at check-in. I'll give you my email or phone number and you can follow up with me at your convenience."
Manager, sounding bored again: "Yeah, I don't think that's something I need to follow up with you on. Anything else I can assist you with?"
Me, again, calmly: "Yes, you can lose the attitude, stop repeating that dismissive little question at the end every time, and make an effort to reach out to me after you've talked to your staff."
"Ma'am, is there anything else I can assist you with?"
**CLICK**
Never staying here again. A four-star hotel doesn't remain four-star for having quirky, trendy decor. It requires competant training of staff and management that gives a [redacted] and takes complaints seriously.