Overbooking a hotel and informing returning guests with reservations that there is not a room for them is a bad business practice; however, by experience and observation, one in which the Quality Inn in Chihuahua engages. It reflects badly upon the hotel and its front desk staff which has to interact with hotel guests.
It happened to me on a recent (16-17/10/2013) stay at the hotel. It also happened to a group of eleven Mexican ladies traveling together during the same period. They were not picked up at the El Chepe train station as arranged and moved to another hotel late at night. A couple from Morelia on the same city tour with us was displeased with the hotel, initially not being given the type of room they reserved.
We stayed at the Quality Inn, Chihuahua for four nights on two occasions. Reservations were made and confirmed well in advance and again reconfirmed. Our first stay was quite satisfactory; however, the last stay was not and left me questioning what the Quality Inn satisfaction guarantee really means. To me it means that the first to arrive and have their reservations honored will be satisfied; all others beware. We travel quite a bit and recognize these things happen, but it is unusual with confirmations and reconfirmations made directly with the hotel and in person.
I communicated this to Mr. Jorge Barud the Manager, Quality Inn Chihuahua. Mr. Barud was kind enough to take time to respond: “Let me tell you that it is unusual overselling rooms however on this date due to a system failure we had that oversold, unfortunately we need to move some customers to other hotel . . ” and “On both stays you were change to a better room [implying for an inconvenience]. . . and we charge the same rate for both nights.”
It is unclear to me what level of room we were moved to versus our printed reservation which clearly states “king bed, non-smoking.” However, it is very clear to me what transpired on the second stay arrival, when after much deliberation we were given a small room with two beds next to a service closet with a small window to an interior evacuation stairway. The question of rate differences was raised and addressed, but in the grand scheme of things is (and was) a moot point. We were fortunate, as others were turned away.
The hotel is well-situated. The front desk, particularly Lupita del Cruz, Francisco Lara and Oscar Nava are very friendly. The restaurant is alright, but not great. In overbooking, it appears their hotel of choice to move people to is the Palacio del Sol. The review rating given is balanced between our opinion of hotel quality, satisfaction of service and apparent hotel policies.
- Official Description (provided by the hotel):
- Strategically located in the city downtown behind the Cathedral very close to government offices, banks and museums of the city. ... more less
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- Also Known As:
- Chihuahua Quality Inn