I can't believe I stayed at this hotel for a second time. Alas, it was the host hotel for a convention I attended and just too convenient. Most of my 4-night stay (Fri-Tue) was uneventful. My poor rating reflects one incident and how it was handled by the manager, Pat Vaughn. I was awakened Monday morning by front desk staff stating that I had to be relocated because my room was due to be renovated. I was utterly dumbfounded and since I was still asleep, don't really know what I said. They called back about 30 minutes later asking if I needed help moving. I told them I had just gotten out of the shower and once I was dressed, would call for a bellman. The move went fine and the front desk staff was professional and apologetic. I wanted to speak to the manager, but she wasn’t available. I tried again 2 hours later, but again, she wasn’t available. On my 3rd try, I finally got her. I imagine I was much calmer and polite to the staff than most people would have been in my situation. I very politely explained that I had been awakened that morning and made to relocate to a new room and asked to be compensated for the inconvenience. Rather than offering even an insincere apology, she responded with "Really? How were you inconvenienced?" I was completely shocked at her demeanor and total disregard for the comfort of her guests. Once I explained how I was inconvenienced, she asked what I expected from her. I asked to be comped the amount of one night's stay. She said "for asking you to move rooms? (snicker) I can't do that!" She finally did agree to comp 50% of the nightly rate, but only after discovering that I was a PC member. Sadly, I still don't think she got it. I had already been there 4 days and was due to check out the following morning. I was settled in and it was a pain to have to pack and then unpack everything again for ONE last night. Really, this lady has no business dealing directly with guests. Not only is she completely oblivious to what it takes to make a customer happy, but she tries to bully them into thinking they’re the ones with the problem. I should have known better. After my stay last year, the hotel chain sent me a customer satisfaction survey. I lodged several legitimate complaints. I never heard back from them. I think I’ll be cancelling my PC membership and finding another hotel chain in the future.
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