Q: I'm having some difficulty in getting Choice Hotels to honor its '100 percent Satisfaction Guarantee' and was hoping you could help.
My wife and I recently stayed at the Comfort Inn & Suites in North Vancouver, B.C., which belongs to the Choice Hotels chain. When we checked in, we were told that we had been given a "free upgrade," which turned out to be a dowdy, dimly lit, two-room suite with one double bed and a shabby looking sofa bed with no linens. It was also dirty.
I returned to the office and told them we wanted the room we had reserved. We were moved to another room, but our problems were not over. We found that there was only lukewarm water that night and next morning, making for uncomfortable showers.
Additionally, the coffee machine in the breakfast area was not working, so no one could have hot coffee at breakfast. Finally, the ice machine for the motel was not working either. Each of these deficiencies was called to the attention of front desk personnel, but nothing more than an apology was offered.
I have stayed at many Choice Hotels over the years. This location fell far short of their usual standards and what I have come to expect. I contacted Choice Hotels and invoked their satisfaction guarantee, but the hotel refuses to honor it because it says I never brought these issues to its attention. Is there anything you can do?
Richard Simms, Denton, Texas
External Source - For the complete article click here
Source - Seattle Times
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