My wife and I had planned on going to our 16th wedding anniversary to Glenwood Springs on a 2 night stay at Glenwood Suites on June 25-27th, but our 2 kids became sick and we ended up taking our kids with us. I called 24 hours prior to our check in to request a pull out sofa and spoke with Chad (MOD). Chad had a "I don't give a damn" attitude and his customer service was totally inappropriate.
I contacted the Choice Hotel guest relations service member and complained about the situation all for a request for a pull out sofa! Never got a call back or email from the general manager (Sian/Sean). I wanted to make sure that this wouldn't be a problem b/c we did not want to have to address this issue when we got there b/c our drive was about 4.5 hours away. We go on multiple family and couples getaway throughout the year and mostly stay at Hilton hotels. I have never experienced an issue with any hotels I have stayed r/t this experience.
But, when we arrived the day of check in...Ray (MOD) was very polite and even offered us with king size bed with a separate room for the kids with their own bunk beds. I have to say that Ray made our day! Otherwise, we had a memorable time in GW Springs. We had a great time at the GW Adventure Park with the kids and a great anniversary dinner at Juicy Lucy (BEST STEAKS EVER!). Also, the hotel was very clean, breakfast was great, and we got to use the pool across the street (pool was COLD).
My only advice working in customer service is...please train your staff about their phone mannerisms, voice inflection, and overall customer service. I was upset mostly by Chad's comment "If everyone called for a pull out sofa, then there wouldn't be any sofas left for our guests". I called on a Tuesday! a weekday! not even a holiday! I gave 24 hours notice! By the way, I'm not asking for a promise...all he had to say was, "we will try our best". That's it! I would've been able to call that morning prior to driving 4.5 hours away to make sure my kids had a place to sleep in. All this for a pullout sofa (Lol)!.
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- Also Known As:
- Glenwood Hotel Glenwood Springs
- Glenwood Hotel Springs
- Clarion Glenwood Springs