We needed to stay because of a sudden death in the family, which so happens to be during Grandma's Marathon. With that came very few rooms available in the Duluth area and with that at a hotel rate of over $250 for one night in a standard room. I get that until...
When making the with the property directly and requesting a possible early check in, all I got was "our policy was check in at 3". Given we needed the room more then the turn off with that.
After being awake for over 36 hours we slept. Now I did get up at 9 am and headed to the breakfast bar where I was met with a nasty toned "shoes or socks" and that was it. I went back to our room to conform to policy, and then spoke to the staffer and I'm paraphrasing. "As a guest here who just woke up, don't you think Im entitled to at least a please or thank you when informing me that I was out of compliance when I first entered".
To the staffers credit she said I was right and apologized, and accepted.
When I got back from breakfast our housekeeper Andy asked when he could get to service our room. I said told him he could expect us to leave for the day around 12:30-1pm. Something I have done in too many hotels to count, and Carlson properties to boot without incident. Not today, we get a card under our door as we are getting ready to leave for the day that says we would not be getting our room cleaned because we had our do not disturb sign in until the aforementioned 12:30pm. Question why didn't Andy say something when we chatted about this in the hallway?
I did go to the front desk, and was told that ALL of the housekeeping department was done for the day. Something about Grandmas Marathon and many rooms vacated at 4am. The front desk person said she would look into getting someone to change out our towels and empty our garbage. Only to find at 9pm that evening even that wasn't done!
So I mark this as poor, regardless of the rate, guests don't all fit into one scheme. To not have a housekeeper be available after 1pm especially when they were told ahead of time is frankly very poor service indeed. So beware, and it seems management is somewhat responsive to this site, so this my preemptive comment to them...
My assessment if I was a performance coaching here is that everyone here is to "stuck to policy". Inn keeping is hospitality and every guest is going to have unique needs. This wasn't Andy's fault or the breakfast bar person fault, it is top management fault. My suggestion start this policy and the rest will probably work itself out. All employees start every interaction with a Guest with, "Good Morning, Afternoon, or Evening". If a guest requests something an employee is not able to fulfill instead of, "it's not our policy".
A simple "Let me check into that for you", and bring that need to the next level person's attention.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
June 28, 2013
We apologize for the disappointing service you received from our team. We appreciate you bringing this matter to our attention. The service you received was an exception to our Hotel’s normally high quality of service. Your review will be shared with the entire team here at the Country Inn & Suites Duluth South. It will be used to help ensure exceptional service from all of our departments. I will be investigating the incident you encountered with housekeeping as is also an exception to our Hotel’s service. If you would like to discuss your experience further, please contact the hotel directly, ask for me or Barb Allen our Front Office Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.