Below is a letter I sent to Guesthouse Inns regarding this hotel, and how they ruined a very special night.
To whom it may concern,
On 8-03-2012, I made a reservation for my mother using Hotels.com for your hotel. It was for a double queen room on the night of 8-18-2012. Total bill paid in full was 143.43.
We received our confirmation, and it was paid in full, so no more thought was given to this. I am attaching a copy of this below.
On the 18th, my mother arrived at the hotel a little after 3:00 to check in. She was told by an employee that she had no reservation, that their hotel didn't work with hotels.com, and clearly they shouldn't have been 'so stupid' as to to book through hotels.com. The employee said there was nothing she could do, they were booked, and they had nowhere to stay. When shown the email (I always print out the emails in case there are any questions) she said she had no idea but they had no room, and she wouldn't find one. She told them, that there were always issues with hotels.com, what did they expect, that unless you called the hotel you did NOT have a reservation.
Of course we immediately called hotels.com, who confirmed over the phone to the Auburn Guesthouse, that YES, there was a reservation. Auburn Guesthouse insisted they fax the information, and said to wait in the lobby. Which my mom did for over an hour. While the clock was ticking down to her 51st reunion, her best friend who she hadn't seen for over a year arrived (she was also to be staying in the room) and while the lobby filled with other guests. After an hour had passed, she called and informed me of the situation, and I called several other hotels, finding a Comfort Inn that had a room available 20 minutes away. They finally left, 90 minutes after arriving at the hotel, with less than an hour to go to the time of the reunion. The entire time they were there, no contact, apology, or any move to help them out of the situation they had been put into by no fault of their own.
I then called Hotels.com, who called the Auburn Guesthouse, while I was on hold. 10 minutes later, Hotels.com informed me, that there had been a huge mixup by the hotel, they did have a reservation there, and the room just hadn't been ready. That if they went back to the desk they'd be checked in. I declined, explaining that they were now late to the reunion, on their way to a neighboring town, and had no intention of staying at the Auburn Guesthouse after the treatment, and lack of caring. Hotels.com cancelled the reservation.
However, as someone who has worked in guest services and management for years, I wanted to let you know. Because, by coming so close to ruining a carefully planned out night, by showing such a lack of care and customer first attitude, and by clearly not following protocol, this employee has cost you what could have been a regular guest. This email is also being forwarded to hotels.com, In addition, I will be telling others about our experience and posting reviews. Auburn happens to be my hometown, and somewhere I am proud of. It concerns me that a business could show such a lack of care. There are plenty of other hotels in Auburn, which will in the future be receiving our business.
- Official Description (provided by the hotel):
- Red-carpet service at Auburn's hometown hotel! ... more less
- Reservation Options:
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