Dear Miss/Mrs. Mary Keasler and Miss/Mrs. Pat Daniel,
My name is Jim Baldwin. I am a repeat customer and have been a very vocal fan and advocate of your establishment and services, the Excelsior House Hotel in Jefferson, Tx. for a number of years. I have referred numerous people who have also had the pleasure of indulging this historic and delightful facility over the past 15 years or so. Due to circumstances it has been 3-4 years since I have been able to journey to your fare city to enjoy another stay in the Rutherford B. Hayes room. It was with great excitement and anticipation that I was able to schedule an overnight stay in that same room this past weekend, on Saturday, June the 9th. I wish to relate to you my experience that took place on Saturday afternoon and evening on my wife's and my arrival to the Hotel at 3 pm.
My reservations were made approximately a week and a half prior. My wife and I arrived around 3 pm which to my understanding was well past the allowable check-in time. I had specifically requested to be allowed in the room on schedule or even earlier if possible as I knew I would be quite fatigued and would want a nap before dining. You see my work schedule kept me up all night on Friday night and I would have no rest on Saturday until arrival at the Hotel. When I spoke with Michael, the desk clerk, he checked us in and gave us the key. While we were finalizing the check-in, another guest who had overheard our discussion, came to the desk and informed us that his key gave him access to the Hayes room (213), and that it was not ready. Michael, the other guest, my wife and I went upstairs to examine the room. It was indeed very unready. The bed was unchanged/unmade and the room was dirty. We did not examine in detail but Michael, very professionally and apologetically, offered us a different room, or would prepare the Hayes room for us. We informed him that we wished to stay in the Hayes room and that we would go and eat early and return later. Again mind you, I was exhausted. My wife even drove the three and a half hours from Dallas as I didn't feel safe to drive. He also insisted that we accept a discount of $50.00 on the cost of the room. We felt very gracious about this and believe that this was an appropriate gesture.
At 6 pm my wife and I returned to the Hotel to settle in for the evening. Perhaps you can imagine our disgust to enter the room and find the bed VERY unprofessionally made, with mattress exposed, over sized sheets installed very crooked and untucked, with folds and wrinkles on the top, blanket and comforter untucked and crooked and the pillows stuffed very sloppily in the slips and haphazardly piled on the bed. At this point we examined the room more closely and found debris on the rugs, (loose soil or crumbs of some sort) between the bed and the bathroom. We also found urine and pubic hair on the rim of the toilet, hairs in the shower, and soiled and disheveled bath and face towels. I have pictures of all of the above.
Returning to the desk we explained the situation to Janie, the clerk on duty at this time, and asked her to come up and examine the room. She said she would and also offered us another room, or to clean the Hayes room. She blamed the situation on "new and inexperienced house keeping staff." We insisted that she look at the room and that because our hearts were set on the Hayes room that we would prefer that it be prepared for us. At this point she said she would and also stated, unbelievably, that she, "doubted that we would be satisfied with that, considering we had already been refunded $50.00 and still were not satisfied." This ladies is unconscionable. How unprofessional and lacking courtesy is it to speak to a paying guest in such a manner? Was she deciding for us that we were just going to be chronic complainants about any and everything? Mind you, we did not snibble about dust on baseboards or faded or threadbare linens and blankets as other guests in you reviews were concerned with.
At this point my wife and I both felt as though if we were to stay in your Hotel, other considerations would be appropriate. I am amazed that accommodations for a comped night were not sought by your staff. Even if they are not authorized to offer this it seems as though they would advocate for us. But this was not the case. We were told repeatedly that "I'll clean the room for you, but it won't satisfy you." We accompanied Janie and her friend, the elderly gentleman, up to the room and attempted to point out our concerns. Janie became very irritated and continually interrupted me saying she would clean the room, and what more can we expect.
Please let me tell you what is appropriate to expect: Mr. and Mrs. customer, I do sincerely apologize. This is totally inappropriate and you deserve much better. How can Excelsior House regain your trust and make your stay pleasant and memorable? What will be necessary to make this right? That is not what we encountered. When I attempted to be understood by Clerk Janie and sought acknowledgement that all of our concerns would be addressed she interrupted me once more and told me she's doing all she can and knew that I wouldn't be satisfied and that she would not argue with me anymore. Ma'am and Ma'am, I was not in an argumentative spirit. I just wanted to be understood and assured that the atrocity of the condition of that room would indeed be resolved. At that point I addressed Clerk Janie's friend as I felt as though if he did not have a professional relationship with the Excelsior House, he should not be present during this exchange. I inquired of Mr. Elderly gentleman who he was and what business he had there. He only replied that Janie had asked him to help. I asked him then would he please suggest to Clerk Janie that she at least hear me out and not continue to interrupt me. At this point he became very obnoxious and putting his finger in my face, (literally inches from my face), and told me that I have made this his business by speaking to him. Remember, I attempted to understand what business he had in my business and he would not tell me. At this point I asked him to please leave my room. He refused. He refused 3 requests to leave my room that I had paid for. At this point I picked up my belongings and walked out of the room. As I departed I overheard the man say he would "kick my (--)." I walked back into the room and confronted him in disbelief that this is how my wife and I are being treated. I was raised to believe this is inappropriate language to use in front of ladies AND gentleman. This was also a threat to my safety and well being.
I ask you, is this your policy? Is this how you welcome guests? Upon receipt of my refund my wife and I went in search of accommodations.
On this morning, June 11, 2012 at 9:10 am I telephoned Mr. Carl Fredrick(s), the Hotel manager to express my concerns. Let me tell you ladies that this had to be the very lowest point of my entire experience with your employees. Mr. Fredrick refused to allow me to relate my story to him, continuously interrupting me and even telling me that "I don't care what your side of the story is." I was never permitted to complete a single concern without him interrupting me. When he asked me what I expected him to do about this I told him I wanted him to hear me out and understa.......and once more interrupting me told me he didn't want to hear me out. I am in total shock and disbelief at this point. Mr. Fredrick then informed me that I had threatened Clerk Janie and she had to call the police. What on earth is in these people's minds? I only raised my voice when Mr. elderly, non-gentleman would not leave my room and then threatened me. I never, nor would ever stoop to threatening anyone in such a situation. This is insane and an absolute lie. Now, I ask you, how is it fair and reasonable and professional to not hear a customers concerns, yet to verbally walk over me and tell me "his side" of the matter. Mr. Fredrick then, unprofessionally, hung up on me.
Ladies, allow me to inform you that as a counterpart in the industry, as an owner of a Bed and Breakfast myself, I cannot believe what I have experienced. I understand that mistakes happen. But NEVER, EVER, have I passed blame to a subordinate or treated guests so atrociously. There have been occasions when I have found it appropriate to comp my guest's stay, under much less ridiculous circumstances. It appears obvious to me that Mr. Fredrick has little concern for the welfare or the success of your endeavor with this foundation and maintaining a superior lodging facility in a beautiful, historic environment. And how can he and a clerk be so emotional and unprofessional as to speak to and treat their guests in such a manner? And how professional is it to have a non-interested party present and treat a guest as Mr. non-gentleman did? Perhaps this is the level of service that you expect of your staff. If so I will cease barking up this tree. If not I would be very interested in your response. Until then, please know that I will NEVER make plans again involving your facility and I WILL provide all of the negative details of this incident with all of my friends and family, ESPECIALLY those who still frequent your establishment. My wife and I are offended and aghast at this treatment.
Thank you for taking the time to hear me out.
- Official Description (provided by the hotel):
- The oldest and most historic Hotel in the entire State of Texas. Currently owned by The Jessie Allen Wise Garden Club. 15 Historic rooms. Desk Manager on duty 24 hours a day ... more less
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- Also Known As:
- The Excelsior House Hotel Jefferson