from Auburn Hills, Michigan
Submitted on 05-04-2016
April 2, 2016
I am requesting a full refund in the amount of $158.39 because of the substandard service I received from hotel representatives, Megan and Kristin, during my March 31st-April 1st stay at the Comfort Inn & Suites located at 1001 Paige Place in LaGrange, Kentucky 40031. The reasons for my refund request include obscure pricing and communication, racial discrimination, unclean and unsanitary conditions, cigarette odor in a nonsmoking room, disrespectful staff, and an overall bizarre t...
April 2, 2016
I am requesting a full refund in the amount of $158.39 because of the substandard service I received from hotel representatives, Megan and Kristin, during my March 31st-April 1st stay at the Comfort Inn & Suites located at 1001 Paige Place in LaGrange, Kentucky 40031. The reasons for my refund request include obscure pricing and communication, racial discrimination, unclean and unsanitary conditions, cigarette odor in a nonsmoking room, disrespectful staff, and an overall bizarre turn of events. Provided below is an outline of my experiences.
Upon check-in, I was told by Megan that the price of a room with 2 double beds for my 2 children and me was $176.99 while she gave a Caucasian family of 4 a price of $129.99 for the same size room.
Megan also informed me that the room I was requesting was the only one left. As I was waiting in line to make my payment, another guest, a Caucasian male, came in and requested a room. Kristin told him he could have the room that I was waiting for, and she quoted him a price of $159.99.
I let Kristin know that Megan had agreed to rent the room to me. Kristin then located a different room for him but told him his price would remain at $159.99.
I questioned Megan about the price inconsistencies, and she was unable to explain why my rate was more expensive than the other patrons. Eventually, she offered to lower the cost to $158.39, applying what she referred to as the ‚??senior discount‚??.
My check-in process took 30 minutes, while the other 2 parties were checked into their rooms within 5 minutes each.
After finally checking in, my daughters and I went to our room. When we unlocked the door and opened it, Kristin was inside. She slammed the door, locked it and told us we ‚??needed to wait.‚?? She yelled this to us from inside of the room while we stood in the hallway for another 30 minutes.
When she opened the door, a half-dressed guy came out with her, wearing only a pair of pants and an opened jacket, no shirt.
Aside from the aforementioned peculiar experience, the room was unacceptable. The sink was dirty, appearing as though someone had just washed up in it. There was trash in the garbage can, no garbage bag. There were no towels or soap, and I saw strands of hair on the counter in the sink area.
I left and ran into Megan in the hallway. I explained the condition of the room to her and asked her why Kristin and the guy were in there. She indicated that Kristin had been staying in the room, at the hotel manager‚??s approval, because she was kicked out of her home. She also told me that the guy was Kristin‚??s boyfriend and that he did not work for the hotel.
I let her know that I would be contacting the corporate office because my experience was so horrible. She then offered to move us to a suite, which we accepted, only to find that it had a backed up toilet and reeked of cigarette smoke. Another oddity is that the smoke detector was covered with a plastic bag, suggestive of carelessness on the part of housekeeping staff, who obviously overlooked it. It‚??s incomprehensible that I noticed it, but no one from the hotel did. The next morning, I reported it to Susan, who said that she was not aware of it but would have it removed.
After the terrible experience with the second room, I was inclined to just request a refund on the spot and leave, especially since one of my daughters has asthma. However, we had been on the road for 12 hours traveling from Brookhaven, Mississippi back to Detroit, Michigan, and we were all extremely tired. I am a Hilton Honors member, so usually when we travel, our hotel choice is the Hampton Inn. During this particular trip, however, I learned from a representative at the Hampton Inn in Bowling Green, Kentucky, our typical stopping point, that there were two major events happening along our route ‚?? a statewide sporting event and a major truck show. I was forewarned that getting a hotel room would be a challenge, and indeed it was. Not only was Bowling Green‚??s Hampton Inn booked up, but so were all other quality hotels that we contacted. After stopping at several facilities along the way, we found that the LaGrange Comfort Inn was the only one with an available room, so that‚??s how I ended up there. I haven‚??t had much experience with this hotel chain, and as a result of the situations detailed in this letter, I will never stay there again.