Hotel problem -- need advice on how to get satisfaction

Apologies in advance that this is so long. I'm hoping that someone here who works in the hospitality industry or who has had a similar situation can give me some advice on how to handle this.

Here the situation. DH and I are at a major hotel for a week-long conference in the midwest and we brought our 4 month old son. I called ahead to let them know that we were traveling with an infant; they told us to let the front desk know at check in.

Also, apparently the conference is taking up the entire hotel.

Well, the room they gave us is between 2 corridors -- so rooms on 2 sides of us, hallways on the other 2; the windows don't open to the outside, they open to a corridor. So we hear everything happening on both hallways. Its also three rooms in from a lobby and they pump jazz muzac into the lobby 24 hours a day, so we ALWAYS hear jazz music in our room -- all night long. Also, its a handicap room (we did not request this, but they said its all they had), so there is no bathtub, just a showerhead and a drain on the floor -- makes it really hard to wash a slippery squirmy infant. I've tried several times to change our room and they say they are booked. I've asked them to turn down the muzac and they say its hotel policy to have it on. I've actually gone to the front desk with the baby in my arms and explained that the music and noise is keeping us all awake all night and begging them to help us in some way and 2 different managers have told me that there is nothing they can do.

Today the straw that broke my back was that I lugged the baby and his laundry all the way down to the laundry area they claimed to have only to find it out of service -- and I learned that after my clothes were in the washer with detergent on them. I asked the front desk if there was anything they could do to help me and they gave me my $2 back for the washer.

Sorry for the long vent, but I am sooooo upset and I want to get some sort of satisfaction from these people. Its been 5 nights now and we only have 1 night left, so I don't want to move rooms now, but I expected that someone would have offered something by now.

I'm going to write an email to the Corporate HQ -- but any advice about what to say, what to ask for, or anything else to do??? I don't want $$, but an apology would be nice!

Message edited 1/25/2008 1:17:34 PM.

Re: Hotel problem -- need advice on how to get satisfaction

I would totally write an email and letter (snail mail ) to QH ALSO Get the names of the "mangers" that DIDN'T help you. If you paid on a CC maybe you can dispute the charges????
DH and I stayed at a hotel in Miami a few years ago and we had minor issues they upgraged our room at n/c and the manager was sooo nice and apologetic. I am so sorry that these people are complete a$$H073ls,

Re: Hotel problem -- need advice on how to get satisfaction

Who have you spoken with? Just the front desk clerks or the front desk manager? Have you spoken with anyone with Director in their title? If so, get their name and title (a manager is often under a director)
Are you staying at a major chain?
TODAY, speak with the general manager ((s)he will not be around tomorrow) and let him/her know that you are very dissatified with your stay and explain why. Let him/her know you will be writing a letter to the HQ explaining what happened and who you have spoken to about this.
If it is a major chain, there should also be a 1-800 number EVERYWHERE.

If you need more info, feel free to FM me. I worked in the industry for many years (I am not with hotels anymore but I used to be). Believe me, they do not want ANYONE to be upset!

ETA: If you are there with a conference, did you speak with your sales manager in the sales/catering office?

Message edited 1/25/2008 3:28:25 PM.

Re: Hotel problem -- need advice on how to get satisfaction

From one in the industry, I can say that although it is tough to please everyone, your complaints seem to be fixable.

If it were the middle of your stay, I would say that your options are either to move rooms (like it or not) or ask to be moved to a different hotel that can better accomodate your needs.

If you are at the end and you have still not been satisfied, I would say DOCUMENT everyone you spoke to and what their answers were to you. Most chain hotels have a "satisfaction guarantee". Your compensation usually is pro-rated depending on the severity of your dissatisfaction and that is up to you.

If it happens to be a Holiday Inn you are staying at - FM me and I will give you the secret answer to all your problems

Re: Hotel problem -- need advice on how to get satisfaction

We had a situation with a certain hotel. I filled out a questioniare saying what problems we had and we did get a phone call back and we did get a appology. I would make sure that you get managers names, phone numbers, e-mails and addresses. They really need to appolgize to all of you for not giving you the proper hospitality. I hope that we helped you out a little.

~dancer and chef~
charlotte and michael