Help for Healing

Bitter & Sweet, living daily with grief

It’s Official: Customer Service is Dead

7 Comments

We all need vacations or getaways to stay refreshed and keep perspective. I remember after Tim died, two of my friends took me away for a night. We went to Skaneateles and did a spa day. It was just what the doctor ordered.

If I ever needed a break, it has been in the last couple of months. My vacation to Virginia Beach fell through which was like the straw that broke the camel’s back. Except, just when you think you can’t take anymore, something else happens…

My consolation prize was a night away in Lewiston, NY at the Barton Hill Hotel. It’s not the beach, but I figured it would at least give me a breath of much-needed fresh air. The package came with a massage. I ordered the groupon deal after calling the hotel to be sure it had the services we wanted. Then came the first blow. After purchasing it, I called to make the massage appointment. Oops. No appointments available until after we check out of the hotel. Yes, you read it right. I checked with them before I purchased the thing. But you know how it is. The hotel desk is a few feet away from the spa desk. They can’t possibly actually know what they are talking about, even being in the computer age.

I’m a reasonable woman though, right? So they said they would give us late checkout so there would be no issue with getting the massage, being able to shower and then leave the hotel. It wasn’t the best, but it was a pretty close second. I got through the beginning of an exceptionally tough week (more serious issues than the norm like suicide and rape) by counting down the days til my getaway.

Here’s the short version of what happened.

Check in at hotel. Drag all your stuff up to the room, only to find the keys don’t work.
Drag all your stuff back down to the lobby and wait for new keys to be programmed.
Get to the room, discover the clock/radio doesn’t work. No music. It gets replaced.
It takes FOUR trips to the lobby to actually get the towels that were requested.

MOST DISTRESSING ISSUE OF ALL: the door to the room doesn’t even actually lock. It can be pushed open. All our stuff is in there and we are leaving for the day. Back to the lobby AGAIN. We are told that it is a humidity problem (which we suspect isn’t true) but are told they will check on it immediately. When returning to the room after dark, of course our door still was open. Luckily, nothing was stolen.

Now I have to admit to myself that I guess I’m not a reasonable woman after all. I mean, who expects their hotel room to actually be secure? Most places you go to, even the shadiest of motels, don’t have a locked door. That is just too crazy of a thing to hope for when you travel. Right?

After traveling to a different floor for ice buckets and ice (because they are not easily accessible), I wake up in the morning to discover the bucket had leaked all over. My cell phone was laying in a pool of water. Nice.

But hey, look at the bright side. We go for our complimentary breakfast on the terrace at this “beautiful” inn (that is if you don’t mind all the water damaged ceilings and other run-down aspects) and are pleased to find that it consisted basically of cereal and toast. I’ve stayed at cheap motels with better breakfasts than that.

The kicker? We go for a walk in the morning and decide to just double-check on the arrangements for our late check out time. Even though this was literally the FOURTH conversation I have had with the staff about this, suddenly there is a huge problem. They are booked for the weekend so they can’t possibly accommodate us. In fact, it appeared from the looks on their faces, that we were crazy for even thinking that was a possibility. Check out time is literally in the middle of the massage time and that is too bad for us.

A manager? I want to speak to a manager? Silly me. There is none on the premises. Of course not. Literally every employee we talked to looked like they were in high school or barely graduated. No idea how to handle a business, much less one fraught with problems.

In disgust, the massages were canceled and we checked out EARLY.

Now, everyone is allowed to make mistakes. I make enough of my own so I try to be gracious to others. But what I can’t stand, is when a person(s) doesn’t take responsibility for it.

After countless phone calls, emails, and other such follow-up, here is what happened:

Nothing.

The hotel offered a free night. Are you kidding me? I’m no dummy. That doesn’t cost them a cent. I kindly explained that we have no desire whatsoever to ever set foot in the place again. I want my money back. I work freaking hard to be able to afford a getaway. I needed to be refreshed and instead I paid for a stress-filled 24 hours. So the hotel says, sorry. We would love to give you your money back, but the deal was through groupon so their hands are tied (which is also a lie, but I’m willing to work with it).

Groupon? I could have fell over when they told me that… guess what? The hotel refused to allow them to give me a refund. So they gave me money off my NEXT groupon purchase. Not much better than the hotel offering a free night. I WANT MY MONEY BACK, or at least a portion of it. Disgusting. Like I want to purchase another groupon offer in the near future.

I shouldn’t be surprised. The old me would have shrugged my shoulders and made the most of it. The new me isn’t wired that way anymore. I’m pissed off and can’t seem to help it. I needed to do something for ME after exhausting so much energy day after day helping other people. I just want what I paid for. Is that so crazy?

So it is official. The age of the consumer is no more. I’ve already wasted enough energy on this. The Better Business Bureau lists complains similar to mine. In the end, the hotel just refuses to do what’s right, so what’s the point?

Anyhow, I’m trying to find something clever and funny to end with. My creativity seems to be lacking. Must be because of the lack of soul refreshing that was sought after and not found…lol.

Moral of the story? GO TO VIRGINIA BEACH!!

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Author: helpforhealing

Darcy Thiel, MA is a Licensed Mental Health Counselor in NY State. She earned her Master’s Degree in Clinical Psychology from Wheaton College in Wheaton, IL. Ms. Thiel has been a couple and family therapist in West Seneca, New York since the mid-1990’s. Ms. Thiel is currently an adjunct professor at Medaille College in Buffalo, NY. She is also an accomplished speaker and presenter on various topics throughout the Western NY area. She is the proud author of Bitter and Sweet: A Family’s Journey with Cancer, the prequel to Life After Death, on This Side of Heaven. To learn more about Ms. Thiel and other exciting books from Baby Coop Publishing, LLC, visit her website at www.babycooppublishing.com or www.darcythiel.com Copyright Help for Healing by Darcy Thiel © 2012-2016. All rights reserved.

7 thoughts on “It’s Official: Customer Service is Dead

  1. Hi,

    Sorry about your experience. I don’t know what to say except we will never stay there.

    I wanted to ask something. Yesterday I went for my first pre op PT session for my knee.

    In order to make the knee ligaments stronger swimming is recommended. Do you mind if a few times a week I come and jump in your pool and do a few laps? I don’t know how long you usually keep the pool open.

    Thanks, Sherry

  2. Just food for thought, always do your homework when looking into staying at these types of places. I just checked out the reviews on this place and they weren’t great. In fact, it looks as if your guest posted a review himself already. If its a chain you may have had a better chance of getting your money back. This place, from what the reviews say, could barely afford to keep their lights on!

  3. I know, right? Just didn’t occur to me. We checked out the website to get a feel for the place but never thought to read the reviews. They do have some glowing reviews also, but i’m sure i would not have booked if i read enough of them… live and learn!

  4. I came across this article on Inc.com and thought of your experience. Maybe you should send it to the hotel manager. http://www.inc.com/theupsstore/4-ways-to-deliver-exceptional-customer-service.html

  5. Thank you so much for this link! It’s a great article!

  6. Darcy, I believe I would file a complaint and talk to a lawyer about, a refund for all the troubles.. Not a matter of money as it is principle.

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