I was not up for the 5 hour drive to Austin where a room at the Omni hotel was waiting for me. I had already been driving from Carlsbad, and decided to call it the day. I went to McDonalds (they have Wifi), to compare hotels. Having a fantastic experience at the Carlsbad Caverns, I could not possible believe the day could become better. I was right, Candlewood Suites in Fort Stockton brought me right down again. I scanned all the hotels. When it is just chain hotels present I usually go for Holliday inn Express. But some people here at tripadvisor were unhappy with the hotel in this town. Not fixing the washer for many months is bad management. I do agree on that. I also was planning to wash a pair of pants. Next on the list is usually comfort inn. Slow internet connection don't cut it for me. Also, a king size bed room was hard to find. But at Candelwood they had one. So I made a reservation.
I drove over there in five minutes. When I got there to collect the key I was told that I had made a reservation for a handicap room. I could not understand this, but was again told that this what I had done, and they had no ordinary king size bed rooms left. Luckily I had my confirmation on my Ipad and it did confirmed my suspicion. I did in fact not order a handicap room. I then ask for proof for her claims. Then the mood changed fast. It was clear that she could not come up with that. As a note here, I have a 23 year old daughter who has CP, and I know what a handicap room looks like. It was not that I probably could have a good nights sleep in that room. Heck, a few days before I slept in a tent in Big Bend National Park, with snakes, scorpions, bears, mountain lions and drug smugglers lurking around, and still slept like a baby. But there I payed fourteen dollars and got what I ordered. This time I did not.
I asked if they had an upgrade. They did not (those kind of rooms did not exist there. Fair enough). But then I asked to for a refund. They refused. They have sold me something they where not in possession of at the moment of time, and they were not willing to give me my money back. It was clear to me that this was a scam.
I was tolded several times. "With all due respect sir. This is a king sized bed room. Just what we sold you", as they would think I would buy that. Take a look at other reviews here. They have pushed smokers rooms on others. This is not the first time they are doing this scam. They sell a normal non-smokers king sized bed room, and tell you they don't got it when you show up. This time they tried to push a handicap room on me. Their dirty little secret, is just that. They sell you a room they don't have, and refuse to give you a refund when you show up. Again.... a scam. For those who can't see the problem with staying at a handicap room paying full price, I would suggest having a look at one at any hotel. I promise you, it is not the experience you want.
Ok, I wanted to call it the day and was willing to make a deal. In the end I was offered a "standard room" with no reduction in the price. A standard room is a room with two narrow beds. Not the king sized bed I could spread my king size body in (I am tall, not fat) They won, they had my money, and there was nothing I could do about it. I realized that they could put a "no show" if I walked away and contacted laywers instead. To be clear; I said yes to that deal. We had made a deal, and for me it was the end of the story. But, I was going to write about this on tripadvisor. My mistake was that I mentioned tripadvisor earlier on (as a small talk subject). This is probably they cause of the next chapter here.
The room was clean and looked ok. There was just small things I could put my finger on. There was a light in the kitchen I could not turn of, the tv was to small (or to far away), it was hard to change channels, the internet was to slow. But still, not what I originally paid for. But again, I accepted a deal. There were nothing more wrong with this room than other rooms in this category. I had unpacked all my stuff, heated up some food, getting ready for the shower, and then getting ready to watch the game. But then I got called up by the general manager. Despite a lot of "sir" and "mr", he was rude as hell. I am sure he is going to reply to this review and tell how kindly he offered me to go to another hotel, and tell me "It is regrettable you were not satisfied with the service you received". He was all worked up from the beginning, with the sole aim to get me. And guess what, he also told me: "With all due respect sir. The handicap room is a king sized bed room. And that is what you got". I said to him that I was not stupid, which he replied: "I am not trying to belittle you". Guess who are saying stuff like that. People that are trying to do just that, which I told him. He tried all the tricks in the book to convince me that I was wrong. I did not fall for any of them. Then he offered me to find me another hotel. I declined. I had used an hour on McDonalds (including eating a Angus burger with mushrooms meal) to check out all the hotels in the area. The room I did not get was the best deal I found. Should I now trust this untrustworthy manager to get me a good room. I don't think so, pall. And go through packing up all my stuff, drive to another hotel, and unpack again. No, I don't think so. But I am sure he is going to ramble along with formal language to explain how kindly they offered me to move to another hotel. Yeah, right. You should have listened to him. I wonder how many of those he got in him before he gets a heart attack.
So, it is up to you, if you believe me or him. Driving away from there I could not stop wondering how many they have pulled this trick on.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 1, 2013
Dear Oslo Hiker,
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Good afternoon, I want to begin by thanking you for your loyalty as a PCR Member and to introduce myself as the General Manager for the Candlewood Suites in Fort Stockton.
On behalf of the Candlewood Suites and staff, we want to thank you for allowing us to cater to your overnight accommodations this past February 2013. I have read your survey and please accept my sincere apology for the inconvenience you encountered during your stay.
I understand that your room reservation was not honored and for that I apologize again. I'm certain my front desk agent made you aware of our culture, but with the influx of the Oil and Gas workers and the fact that we are only a 74 Extended Stay Suite Hotel Mr. Oslo Hiker, we frequently have our inhouse guest extend their stay at the last minute, this does not make it right, but it does exist. In their line of business, their company does not inform them of their extension until the day of.
This places the hotel in a predicament that will and has eventually affected our transient guest such as yourself. We have implemented additional solutions to avoid conflicts such as this but as your aware there not always 100 percent.
When we spoke, my goal was to educate and inform you of our culture, if my tone and manner of speaking was abrasive, I do apologize. Mr. Oslo Hiker, rest assured that displacing a guest is not normal practice for IHG and or my hotel, however when a guest is not happy with the only accommodations I can provide at the time of your arrival, then as a standard, we are to assure the guest is placed in a comparable hotel to meet your needs. Our goal is to assure you and your family have a pleasant and troublefree stay. I realize that you as a consumer have options when selecting a hotel for your hospitality needs and we failed to provide that to you.
Should you be traveling throughout the West Texas Region again, please allow us one more opportunity to host and service you. You may contact me personally to make that reservation at any of the numbers listed below.
Thank you again and we look foward in serving you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.