I would like to tell you about the very difficult weekend I had at your Comfort Suites in Vancouver. I reserved the room at the advance purchase rate online for the top of the line room. When I got there, we were put into a room with two queen beds and not with the bathtub in the suite. Upon notifying the young woman on duty, she apologized, said she would give me a discount on my room and would call the manager, who was away for the weekend. The room we believe we reserved was checked out by someone else but we were told we could get into it for Saturday night. Apparently the pictures on the site are misleading and show features of another room, which includes the nice bathtub.
The manager had multiple opportunities to empower her staff to take care of us and did not. Even if the pictures were wrong due to a corporate error, she never took responsibility for it and through her staff continued to blame them. The woman on duty even told me she had had the problem last week. Our initial reservation says we paid for a king bed but did not get it, nor the right bathtub.
Finally at 2 p.m. Saturday, three hours before my company's party, Juan (who was on duty) took leadership and said he would make it right. He got us into the honeymoon suite finally.
For one hour, we enjoyed the room and despite all of the difficulty, we had decided to come back to that room for a weekend in 2013. At 3 p.m., Juan called back apologizing and said the manager had overruled him and that we would have to pay an additional $38 or to leave the room for a cheaper one. He admitted all along that we were right and did all he could.
The net result of this is that we were forced to pay an addtional fee on top of all of the trouble we incurred. I am a chief operating officer of a non-profit and manage 20 customer service representatives and this is the most amazing display of bad service I have ever seen. The GM had several chances to honor her staff and the promises they made to me, like a discount, but instead forced Juan to call me and ask for more money.
As a result the hotel got 38 extra dollars out of me but lost next year's reservation of $250.
I was recently faced with a similar situation as your hotel was with one of our members who had a bad experience with camp. I took he and his wife out to lunch, apologized and provided him with a year's free use of our properties. In the last year, he has made a personal donation to us, facilitated another fundraiser at his home and amended his will to include us in his estate. That is the power of good customer service.
Juan, who works the desk at the hotel, was so convinced we were screwed that he gave me the gm's card and the corporate 800# and told me to call them and complain. He told me seven times he was sorry and that we were right but his hands were tied. I commend him for trying to do the right thing.
I believe that most people, when they know that have messed up, will do the right thing when given the chance. I offer you that opportunity now to do the right thing as you see fit.
This experience ruined a getaway weekend for my wife and I. It was more than just a business overnight trip.
- Also Known As:
- Vancouver Comfort Suites
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