Just ridiculous. My email to upper management explains it all. Don't stay here, especially if you have any special needs or need assistance from the hotel staff. Absolutely ridiculous!
Mr. Ryan,
Good evening. My wife and I along with our two children stayed at the Fairfield Inn & Suites location of 2702 Crossroads Drive in Madison, WI. We were planning on staying two nights, but will now only stay one evening in light of the customer service provided by Ms. Angela Love. Earlier in the evening, we checked in to the location. Everything went fine and Ms. Love was kind to recommend a total travel time to Ruth's Chris for dinner (even in light of the on-going snow storm). Following our return from dinner, the weather was much worse as expected. When we came back to the Fairfield location, the facility's bus was in one lane of the entrance over hang location and a private vehicle in the other lane. In light of this outcome and the on-going and worsening weather situation, my wife and I (along with 2 children) couldn't temporarily park to unload our vehicle so they could enter the establishment while I parked the vehicle. Interestingly, the private vehicle that was parked had no driver within it and was turned off with no occupant. The same held true for the vehicle for the hotel. So, I parked our vehicle from a distance from the front door and watched as my family trekked to the front door with luggage, etc. I parked our vehicle and brought the rest of our materials into the hotel. Upon passing the front desk, I remarked to the attendant that the private vehicle was unattended and turned off with no occupant and that such a situation made it quite difficult for other guests to check-in (especially with a winter storm on-going). The attendant literally stated to me, "what do you want me to do about it?"
Really, this is the appropriate professional response? I asked for the manager and spoke with Ms. Angela Love. This interaction, however, was much difference from the check-in experience. No concern. No compassion for the situation. No acknowledgement that the private vehicle should be removed or the property vehicle should be moved. NOTHING. I was shocked. Is this Fairfield's experience? So it's appropriate to leave guests to trek across the parking lot with luggage because some other guest (or potentially a member of the Fairfield team to leave a private vehicle or the property bus/van in the drop off lane)? Thank you. I can honestly say that I will not have my family stay again and I will ensure that no member of my law firm on a nation-wide scale ever stays either. It's very unprofessional to not recognize the customer's concern; to not care of that concern or issue; and to completely disregard such an issue when there is storm existing. Interestingly further, when I returned to the front desk to garner your card and information, the truck and property vehicles in question were now gone. Is that how operations exist at this property? Complain and then it will be addressed? There were no other guests checking in when we returned to the property. There were no other guests in the lobby that I recall. How is it that your staff didn't recognize the situation? Should all guests just trek through a storm to the front door? I would appreciate your thoughts as well as the regional manager and corporate manager contact information to ensure that this particular issue is not repeated for future guests.
Regards,
Troy Groetken read more