I was traveling solo, so before my arrival my significant other called the evening clerk at the Noble Inn at Minot and asked for the same rate that we had received several weeks earlier when we had stayed there. The clerk advised us that we could get that rate, but that she would charge us the regular room rate that evening and the manager, Dennis, would adjust it to the other rate the next morning at checkout. When I brought this to the managers attention the next morning he said that he couldn't honor his clerks word and would have to charge me a higher rate. I explained to him that she had told us both on the telephone and in person when I had arrived that the rate would certainly be adjusted the next morning. He reiterated that he was sorry, but that the motel ended up selling out that night and that he thought he could have gotten another $20 for the room. I ended up telling him to go ahead and charge me the full rate, since he was being very argumentative and embarrassing me in front of other travelers, but I did learn something. To the manager there, honoring his employee's word or going back on that word is worth about $20 to him. I paid it and will never again stay there. I have been routinely in Minot over the last 3 years. His unwillingness to honor the word of his staff for $20 has lost his motel possibly several thousand of my dollars in the long run. Having said all that, the staff that he refuses to stand behind, were very nice to me and seemed as genuinely embarrassed as I was.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 23, 2013
Thank you for taking the time with your review. I appreciate it when customers can say both what they like and don't like about their stay as it is your opinion and if corrections are required it is my position as a manager to assume responsibility. After reading through your review I found several things so alarming I had to review the video and audio footage. I was a bit surprised though at what I both saw and heard though and what you are actually writing. I take great pride in knowing that I can stand behind my staff, know I always have a hotel in each city I manage in the top of its class and that I offer a good value.
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My first point is why would my receptionist offer you a rate and need me to adjust it the next morning. My telephone is available 24 hours a day to both my customers and my staff. At no point during the reservation was a rate offered. As you stated your significant other and had stayed previously. Prior arrangements could have easily been arranged directly with myself to completely avoid this situation. When you arrived at the hotel the rate you mentioned was not even the same rate you came to me with the next morning as you were looking for an even lower rate below what I offer to my extended stay guests. The rate I actually offered you without even knowing what you were looking for was exactly in the middle of the two rates you mentioned upon check-in. Also which is the rate which you paid and what was charged to your card.
The video footage also shows that the only person that was being argumentative and embarrassing to both me and my staff was yourself. Customers did see you throw your pen and go out the door screaming how sleazy I was and that you would see that you would make sure people would not visit my hotel.
At the end of the day I say to all my customers. You are the judge. You will always find me working hard to ensure my guests stay is comfortable and of good value. I also know we are not perfect and do make mistakes, but we also work at putting those things right for our future and current guests. When my guests visit Minot I also represent this city. It is up to me that they go away happy enough to tell others and to hopefully return to the "Magic City" again.
My hotel may not have met your needs on this occasion, but I do wish you well in finding a hotel to suit your needs while in Minot.
Vice President Minot Innkeepers Association
Red Coat Ambassador - Minot Chamber of Commerce
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.