Needing a place to stay for the night in Bedford, VA for my large family, we booked two rooms through Priceline. Once booked, we called the hotel directly and asked for two non-smoking rooms with two double beds in each (as is our custom when dealing with Priceline.) We were assured that would be no problem.
Upon arrival, my wife was told that we had two king rooms. My wife explained that she had called and specifically asked for two double rooms (preferably adjoining) since we are a large family and was told that would not be a problem. The openly hostile desk clerk/manager said that all we had was two kings, and that she would "upgrade" us for $15 per room. Keep in mind that there were about five cars in the parking lot, so the hotel was virtually empty. When we got to our "upgraded" rooms, we quickly realized that they reeked of smoke. I returned to the clerk and asked if we could have non-smoking rooms. She told me that we had requested smoking rooms. I firmly told her that we would have never done so. Rather than just switching us, she made a huge point to defend that we HAD requested smoking rooms. I stood my ground, and eventually, she moved us to non-smoking rooms, but made a point to tell me that she was doing it only as a favor, and that she didn't have to do it, since we had "requested" smoking.
This lady has no clue about customer service. She could have accommodated us from the beginning and gained a positive review. Instead, she would rather have $30.00 and feel that she is benevolent.
Fortunately for her, there are no other hotels within 20 minutes of there. But next time, I'll make sure to drive the extra distance.
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- Also Known As:
- Super 8 Bedford Hotel Bedford
- Super Eight Bedford