My father and I checked in after a loooong drive from alexandria, MN. My dad is platinum or some sort of high tier with the Carlson chain. He had reserved 1 room with 2 queen beds, non smoking, non handicap. We arrived around 9:30pm on thursday,July 25th. The young lady at the reception informed us we were "upgraded" to a king suite with a queen pull out sofa. I very politely informed her that I would prefer not to sleep on a pull out.
I think the hotel needs to definitely re examine what it means to be upgraded. A pull out is most definitely not an upgrade. I think most would agree that a regular room with 2 beds will always trump 1 bed and 1 pullout in a suite.
The receptionist then said that the computer does the upgrade. Then she said she could give us an accessible room with 2 queens. My dad has an aversion to accessible rooms, and told her that he had specifically reserved a non handicap room. Now the lady was visibly irritated. Her face said it all. Pursed lips, no eye contact, red face, no smile to be found. I honestly don't know why she was upset.
She kept repeating "that's fine. That's fine. Ok that's fine"
Then she said "that's fine (again). I will just move another customer out of a non handicap room with 2 queens"
I felt that in this situation, she made a simple problem complicated. As soon as we said we would prefer to stay in the room we had reserved and had been confirmed as reserved, I believe that she should have quietly seen if it was possible. She made us feel as if we were taking a room away from someone else.
I think the receptionist should perhaps be reminded that a simple "I'm sorry, I understand a pull out is not comfortable and the computer generated upgrade may not work for you. Let me see what I can do" could have sufficed.
Clearly the room was reserved and available. Why the going around in circles for no reason.
It's amazing how a bad start can literally dampen a person's view of a stay. I am also in an industry requiring customer service and I am reminded of the importance I superior service to retain loyalty.
The room was clean and sufficient. The TVs could be updated. Even the much older country inn in alexandria, mn had flat screens.
Breakfast crew was friendly and food was plentiful.
Overall a decent stay.
Maybe just need to work on first impressions.
- Official Description (provided by the hotel):
- Let us spoil you with freshly baked cookies and a free hot breakfast as well as high-speed Internet access and a team who will welcome you like family. At Country Inn & Suites by Carlson, Appleton, WI we'll always make you feel right at home. Visit us and see why we'll have you saying, "I love this Country."We are conveniently located behind the Fox River Mall and within walking distance to several restuarants. The Outagamie Airport is located only 5 minutes from our property and your taxi ride is on us! ... more less
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- Also Known As:
- Country Inn And Suites By Carlson, Appleton
- Country Inn & Suites By Carlson, Appleton Hotel Appleton
- Country Inn Appleton
- Appleton Country Inn