Had a reservation for a Sat night-- just a little get away. Arrived at 2:00 which on my reservation is listed as check in time. Things are going smoothly as the clerk checks me in until she consults her list of clean rooms and informs me that my room is not ready. OK so the hotel is pretty much empty at this time of day, can't you just assign me one of the rooms that is ready? No no no the hotel is full you will have to come back in an hour.
An hour later...is my room ready? No no no, so irate husband gets involved at this point demands is there any room ready? No no no. Funny, room was ready soon after irate husband sat in lobby complaining/commiserating with another couple in the same situation.
Finally in room. Room is fine, smells OK generally in good repair but A/C is a not very cold. This is a problem because it is 100 degrees out. Desk clerk comes to check out room (odd, no maintenance man on staff on a booked solid extremely hot SAT night no no no). I'll check and see if we had any cancellations he says so we can move you. Do I hear back from him? No no no. Finally go down to front desk to ask for cancellation as room gets hotter. Can you refund my points which I used to book the reservation? No no no you will have to leave and call Choice Hotels yourself he says and they will contact us to refund your points. Sure. I'm confident that will happen.
So as I'm standing there having this discussion another customer walks in, asks for a room and funny thing, there are rooms available. Do't you think I would like one of those rooms with a
working A/C? Oh, he didn't offer me that because it is a smoking room. Lets see, smoking room with A/C or non-smoking room that's 98 degrees?
Finally I am given a room with a working A/C. It smells like air freshener but that's OK. All I wanted was to get a working room at check in time. I don't appreciate that I had to argue, fight, and cajole to get what I reserved. Customers should be treated with appreciation, not as an annoyance.
The hotel itself is an older property--probably dating back to the seventies. The room are reasonably up to date. The TV reception is so-so. Soudproofing between the rooms is good and water pressure in the shower was excellent. There is a very nce, large pool that I enjoyed very much.
I think the front desk staff could use sone serious training in customer service. As we were leaving we overheard another guest complain about the condition of her room. There was no effort whatsoever from front desk to apologize or in anyway even acknowledge her complaint. How about a simple "I'm sorry I'll let houskeeping know that needs to be corrected". No no no.
Although we eventually got into a comfortable room, based on my customer service experience
would I reccomend this hotel to a friend? No no no.
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- Also Known As:
- Quality Inn Shenandoah Valley Hotel New Market
- Quality Inn New Market
- Shenandoah Valley Quality Inn
- New Market Quality Inn