The family and I wanted to go to Daytona Beach for a short vacation. The wife and I wanted to take our bikes. However, if we rode that would preclude taking our three boys. So we opted to find what we hoped would be a biker friendly hotel. One that would permit us parking for our company trailer capable of towing our Harley’s. We thought we found such a place at Perry’s Ocean Edge Resort.
The wife called ahead and was told that ample parking was available across the street. Moreover, that is lot was staffed with 24 hour security. When we arrived we found this parking lot unpaved and full of nails, screws, wire, and metal shards. When I demurred, Steve the night shift maintenance supervisor suggested that we park on the grass between the lot and the road. It seemed and looked like a better option, so we agreed. Steve stated, “the way the vendors’ drive who park back here will probably hit your vehicle any way.” The next day Vicki, with an I as she extols, the hotel manager extols, “this is unacceptable and the rules are the rules and that we would have to park in the lot with the other vendors.” We complied, meaning that we would also be unable to bring the ramp door down to off load the bikes in the dirt and debris. In other words, no bikes for this vacation.
Please note we are not one of Perry’s vendors but a customer. I complied and while waiting bought a disposable camera. I expended the 27 pictures documenting the numerous tire hazards. While waiting to speak to the general manager I told Vicki, “with an I,” that I was not impressed with their customer service. Vicki, told me that she has, “been doing customer service longer than you were born.”
When I got to speak with the general manager, John Apuzzo, I told him about the documentation of the tire hazards and gave a 3 inch nail to punctuate the point. I asked if I found any more nails would he like if I gave them to him. John said, “no keep them as a souvenir.” Basically, John’s response was if you don’t like it stay someplace else.
Pictures (to be developed and I need I another camera, you will not believe it) and PowerPoint to follow: … by the way, it took about three hours to get enough signal strength on Perry’s wifi to send this message. Much, much more to follow as the frustration subsides!
When we checked out the room was inspected for damage. Is this done for all occupants?
We have started a web blog and email campaign discouraging patronage at Perry’s. Also, This experience will be used in my courses as an example of how not to do customer service.
Docs’ Cyclemetics, LLC.
Jerry L. Shmidt, Jr., Ph.D.
Associate Professor of Business
At a local Florida College
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.