This is a letter regarding my stay at Quality Inn in Yuma, AZ. I arrived there on February 12, 2010 at 10:30 p.m.. I asked to be placed in a room that would be as quiet as possible, since I have a medical condition that worsens if I am unable to get good sleep. I was placed in two rooms that night. When given the first room, I had to call about fifteen minutes later because there was a smell of septic tank or sewer being blown into the bathroom. I was told that room should have been closed due to maintenance issues. The second room I was given was very loud and sounded like a washer and dryer was being used on the other side of the wall. The ice machine made a loud grinding sound in the room. After approximately an hour, I heard people outside my room partying, cursing and laughing loudly. I was placed right by the stairs and could hear people passing up and down and talking loudly. At that time I realized I was not going to get any rest, so I called the front desk and spoke to the manager, Dula Kothari. I told her that I was unable to sleep and that people were outside partying and being loud. I told her that I realized it wasn’t her fault but I needed sleep and decided to leave the hotel. She argued with me and questioned me when I complained of the noises. She said the only people partying were the ones in the bar downstairs and that she didn't understand how there could be so much noise. I told her I was leaving and she said she was going to still charge me for the room. I was only there for maybe two hours total. I didn’t use the shower, or anything else. I used the sink and went to bed. I had to ask her to at least charge me half the price. She told me that she would not be able to rent the room out now for the rest of the night since I had used it. Finally toward the end of the conversation, she told me I would be charged half the amount of the room price. I left that night.
A few weeks later, I noticed that the charge was not refunded back to my card. I called and spoke to her and again, she was very rude and combative. She told me it was my fault that I didn’t come and check out at the front desk before I left that night. She told me "How did I know that you didn’t end up staying that night? You never came in to the lobby and checked out?" I reminded her of our conversation on the phone and that I told her I was leaving. I told her I would leave the keys on the nightstand. She said the reason why half the amount was not refunded was because I didn’t stop by the front desk first. She told me she would refund half the money to my card.
I called over another week later, because the amount was still not put back on my card. I spoke to Shawna Purdon first and told her my situation. She was very helpful, professional and willing to work with me. In the background I could hear Dula complaining that I called again and telling Shawna that she already put it back on my card. I asked to talk to Dula and she gave me three different amounts that she told me was placed back on my card. When I told her the amount should be half of $94.30, and the amount she told me fell short of half the amount, she replied, "What’s the big deal anyway it’s only a few dollars." She also told me that half the amount that should be refunded would not include the tax. I asked to speak to Shawna because I wasn't going to get anywhere with Dula. Shawna was helpful when I told her the entire story and apologized for the inconvenience. She told me to ask for her next time I call and she told me she would handle the situation. She made me feel at ease and more confident that the situation would be taken care of. I felt like I was talking to someone who finally had some common sense and a sense of professionalism.
I am very surprised that Dula Kothari is the manager of the hotel. She lacks professionalism to say the least. She is not someone who values customer service and makes it obvious with her nonchalant attitude and laziness. She is incompetent and I was completely unhappy with the way she handled every situation that came up. I was never rude to her or raised my voice to her. I handled the situation in a calm and reasonable manner. When I think of the way she spoke to me it makes my blood boil all over again. Shawna was the hotels saving grace. She helped me feel better about the situation and made me feel like my situation was important. Having to deal with people like Dula, makes it very easy to choose another hotel to stay in. I highly recommend she is placed in another position where she does not work directly with customers.
