On arrival, I found our room had a Queen bed rather than a King as we had reserved. I telephoned the front desk to let them know and see if a switch would be possible. This was not possible, however, rather than apologize for this disappointment and attempt to make things right in some way, the young man that I spoke with simply proffered an excuse that another guest had "overstayed" and as a result the rooms had been changed. He didn't say, "tough luck," but he might as well have for the complete lack of empathy he showed. I found his attitude unprofessional and felt very unwelcome.
I can certainly understand rooms becoming unavailable. It was their eagerness to blame guests for problems and unwillingness to take responsibility for their own establishment that was so unsatisfactory. Emails to management (****firstname.lastname@example.org on Sep 28, and ***OH440@choicehotels.com Oct 3) and a comment on the choicehotels web form have gone unanswered. There was a card in our room explaining this hotel's Commitment to Satisfaction, and how we ought to bring anything wrong to their attention promptly, so they could correct it. I did, three times, and their staff showed an utter lack of interest in our satisfaction.
Housekeeping was attentive, and furnishings were serviceable. Breakfast was sub-par, with watery powdered eggs and slimy thin bacon. I won't be staying in a Choice/Comfort property again. I'll go back to Marriott or Hilton, where the service is pleasant and my business is welcomed.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
October 29, 2012
Please accept my apologies for not meeting your needs on the type of bed you wanted. We do have guests that extend their stays at the last minute and bed types become unavailable. This does not excuse us from getting you a proper response soner. I am sure we could have handled this better and will strive to do so in the future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.