My wife and I stayed here New Year's Eve, we were in town for a funeral of sorts, sadly.
We had a late check-in and were pooped from driving all day.
Front desk was nice, cute little restaurant, cool upstairs - very old school. Our room wasn't much, it was suitable for the night. Small TV, thin walls, but whatever. Cute.
The kicker was the next day. We woke up around noon to find no hot water. None. Zip. Keep in mind, it's 8 degrees outside - literally. We had been up all night before and are about to hit the road all day. We go downstairs to ask about the hot water situation (maybe it's just our room?) and turns out the pilot light went out on the water heater and there would be no hot water for a few hours for the whole hotel- well past our checkout time.
We are looking at a long cold day in front of us. Seeing as how it seems reasonable to expect a hot shower when staying at a hotel (at $130/night), I politley asked the front desk clerk for a refund.
I was told she wasn't authorized to give a refund, seemed odd, but ok. She hands me a printout with all my information and the phone number of the manager to call after the holiday is over. Sounds good.
I call the next day and leave a voicemail explaining what happened and that I'd like a refund. The next day I get a form email offering me 50% off my next stay at the Montvale.
I call again to speak with Bonnie, the manager. Voicemail. I explain that I don't live in Spokane and that while I appreciate the offer it doesn't seem appropriate for the situation. Please call me back. Nothing.
I have left a voicemail every day for the past week and have yet to hear back. The front desk clerk sounds sympathetic every time I call. One of them even said they would be doing the same thing I was doing.
I have never encountered such terrible customer service, and I've worked in the hospitality industry for 15yrs. This situation seems like a no-brainer to me.
I've never even written an online review before - but that's how pissed I am.
I'm going to end up disputing this with my credit card company, but I'm also going to write the BBB and every travel site I can think of.
Don't stay here. Seriously. It seems charming, and it is, but it's run by amateurs who could care less about your experience.
- Official Description (provided by the hotel):
- The oldest hotel in Spokane, the Montvale Hotel is Spokane’s premier boutique hotel destination.This nationally registered Historical Place sits amid downtown Spokane’s bustling West First Avenue, the center of an emerging arts and entertainment district. Dozens of restaurants, theaters and music options are all within a short walk from the hotel. Today, the Montvale Hotel has been reborn into a dynamic new hotel destination. Its historic look, coupled with fashionable amenities makes the Montvale Hotel Spokane’s premier spot for fun, excitement and most importantly – a good night’s rest.The Montvale’s Art Deco steel canopy, designed and built by Spokane artist, Hazen Audel, the two story grand lobby featuring a large fireplace and cozy furniture, and the second and third floor glass atrium all give the hotel a distinctive atmosphere. You will be left with a lasting impression from the hotel’s unique mix of contemporary and historic furnishings in a classic setting. ... more less
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- Also Known As:
- Montvale Hotel Spokane