First, let me say that the Homewood Suites facility was clean and comfortable. The beds were comfortable and quiet. The breakfast was above average. The staff was friendly and as helpful as they could be. I'll give 4 stars for that. My low rating is not about the facility or the staff.
This is what happened to us...
My son was getting married in Clovis. We made a reservation for four nights in a two bedroom suite (2 queens & 1 king) for my wife and I, our daughter, our son, his wife and their baby. We made this reservation 2 and 1/2 months in advance. We recommended this hotel to our family. We rented a room for the wedding photographer. In all, we were directly or indirectly responsible for 8 rooms reserved for the weekend.
On the day we were to arrive, the hotel phoned us to say the 2 bedroom suite was unavailable due to an extended stay and they had moved us to adjoining 1 bedroom suites (1 king and 1 king). They offered this for the same price saying it was a good deal because we were getting two rooms at that price.
From my perspective, this was not a good deal. We lost a bed in this arrangement as we went from 2 queens and a king to 2 kings: 3 beds to 2 beds. This deal didn't honor a reservation held for over 2 months. This deal moved my daughter to a sofa bed.
I complained that we had the reservation for 2 and 1/2 months, we were giving up a bed, and a number of rooms had been rented by other family members based upon our recommendation. I requested a discount and the hotel responded by taking 10% off the price. That was 'the best they could do."
For us, a 10% discount did not make up for the loss of a bed, the failure to honor a reservation we held over 2 months, and our recommending the hotel to our extended family and friends. If we had time, I would have changed to a different hotel, but we were already on the road with a full wedding preparation schedule ahead of us. We had little choice but to go ahead with this arrangement.
When we checked in, I asked for an explanation of why our reservation was not honored. The clerk explained since they were an 'extended stay' hotel, sometimes guests extended their stay beyond what was expected. In this case, there are only 3 2-bedroom suites and the people in those rooms were extending their stay.
The hotel manager never spoke to us about this situation, but left it to the front desk clerks to deal with us. It felt like I was negotiating with a car salesman and having to wait while he ran to the back room to see what deal the manager was going to offer, then coming back to make us the 'best offer they could."
I was and still am very disappointed in how this situation was handled. Homewood Suites failed us at the customer service level. A bigger discount would have helped. Being contacted by the hotel manager to explain and apologize about the situation would have helped. But apparently, working with us to help resolve the situation was beyond the level of customer service they were willing to offer.
I would be hard pressed to ever stay in this hotel again because of this. There is a Hampton Inn right across the parking lot.
Be advised, a reservation at an extended stay hotel may not mean what you think it does.
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