What do you think should have been done?
Ok, my DH and I went to VA last night for a short overnight trip. We stayed at the Sheraton Suites, nice hotel, we've stayed here a couple of times before. I booked the room online for a King Suite. I also put in a request for a room with a small balcony (they have some rooms with balconies, some without).
Ok, so we arrive at the hotel, and are checking in. The guy at the front desk actually had to reassign us a different room because the first one did not have the balcony. Ok so fine, we go off to check out our room. We walk into the room and take a quick look at the bed and notice that it is NOT a king bed, maybe a queen or a full, but definitely not a king. So I tell DH to call the front desk and tell them that I had reserved a king and the room we received had a full or queen bed. We sleep in a queen bed at home so we do know the difference between a queen and king.
Well the girl who answered, says "Sir, I'm sorry but we do NOT have any queen beds in this hotel, only KING." My DH says, we are standing here LOOKING at the bed, and it is definitely not a king. The girl INSISTS that there are NO queen/full beds in the hotel again. DH hands the phone to me, and now I am standing there arguing with this girl about the size of the bed I'M STANDING RIGHT IN FRONT OF, and she is still insisting that we are wrong, and basically making me feel like I'm some kind of idiot.
So she then gives the phone to the guy who checked us in. He was nice enough and told us to come down and they would give us a new room but he also says the they only have king beds in the hotel. We go down to the lobby, we're pretty mad now because we've been made to feel like fools, and the girl practically called us liars. When we get to the lobby, my DH goes to talk to the guy who checked us in and the girl, and they are STILL insisting that there are NO queen beds, only king in the hotel. Even the manager came out and was saying the same thing. The whole while there is a lobby full of people listening to us argue with the people at the desk, who by the way are now sort of snickering to themselves, like we don't know what we're talking about. So now DH is feeling embarrassed and feeling like a trouble maker. So anyway, the guy at the desk assigns us a new room and walks us up to the suite... open the door and it has a king bed (we know the difference). DH tells the guy "Please have your manager go check out room 426 and then call us and tell us that that room indeed DOES NOT HAVE A KING BED." Well we never got a call.
Today, we are going to check out. My DH walks to the front desk and the guy (who checked us in last night), looks and says, yes you were right there is a queen bed in that room. MY DH asks why we didn't get a call AND an apology from the manager like we asked. The on-duty manager this morning comes out, and we go over the situation with him. He and I actually go up to room 426 to check out the bed (because I was starting to feel like I HAD lost my mind) and as soon as we both saw the bed, he said... you are right that is not a king bed. He did then apologize and said that the whole situation was totally unacceptable.
OK, so he then asked us what he could do for us? I think they should have taken off some from our room, or something. He said something about taking off the parking fee ($18)... I don't know, what do you think would be fair compensation for being made a fool of and basically been called a liar? He gave us his card and told us to call him the next time we choose to stay there.
Sorry this was so long, but if they had just initially told us to come down and they would assign us a new room (whether they believed us or not) instead of arguing with us, this whole situation could have been avoided.
Ok, my DH and I went to VA last night for a short overnight trip. We stayed at the Sheraton Suites, nice hotel, we've stayed here a couple of times before. I booked the room online for a King Suite. I also put in a request for a room with a small balcony (they have some rooms with balconies, some without).
Ok, so we arrive at the hotel, and are checking in. The guy at the front desk actually had to reassign us a different room because the first one did not have the balcony. Ok so fine, we go off to check out our room. We walk into the room and take a quick look at the bed and notice that it is NOT a king bed, maybe a queen or a full, but definitely not a king. So I tell DH to call the front desk and tell them that I had reserved a king and the room we received had a full or queen bed. We sleep in a queen bed at home so we do know the difference between a queen and king.
Well the girl who answered, says "Sir, I'm sorry but we do NOT have any queen beds in this hotel, only KING." My DH says, we are standing here LOOKING at the bed, and it is definitely not a king. The girl INSISTS that there are NO queen/full beds in the hotel again. DH hands the phone to me, and now I am standing there arguing with this girl about the size of the bed I'M STANDING RIGHT IN FRONT OF, and she is still insisting that we are wrong, and basically making me feel like I'm some kind of idiot.
So she then gives the phone to the guy who checked us in. He was nice enough and told us to come down and they would give us a new room but he also says the they only have king beds in the hotel. We go down to the lobby, we're pretty mad now because we've been made to feel like fools, and the girl practically called us liars. When we get to the lobby, my DH goes to talk to the guy who checked us in and the girl, and they are STILL insisting that there are NO queen beds, only king in the hotel. Even the manager came out and was saying the same thing. The whole while there is a lobby full of people listening to us argue with the people at the desk, who by the way are now sort of snickering to themselves, like we don't know what we're talking about. So now DH is feeling embarrassed and feeling like a trouble maker. So anyway, the guy at the desk assigns us a new room and walks us up to the suite... open the door and it has a king bed (we know the difference). DH tells the guy "Please have your manager go check out room 426 and then call us and tell us that that room indeed DOES NOT HAVE A KING BED." Well we never got a call.
Today, we are going to check out. My DH walks to the front desk and the guy (who checked us in last night), looks and says, yes you were right there is a queen bed in that room. MY DH asks why we didn't get a call AND an apology from the manager like we asked. The on-duty manager this morning comes out, and we go over the situation with him. He and I actually go up to room 426 to check out the bed (because I was starting to feel like I HAD lost my mind) and as soon as we both saw the bed, he said... you are right that is not a king bed. He did then apologize and said that the whole situation was totally unacceptable.
OK, so he then asked us what he could do for us? I think they should have taken off some from our room, or something. He said something about taking off the parking fee ($18)... I don't know, what do you think would be fair compensation for being made a fool of and basically been called a liar? He gave us his card and told us to call him the next time we choose to stay there.
Sorry this was so long, but if they had just initially told us to come down and they would assign us a new room (whether they believed us or not) instead of arguing with us, this whole situation could have been avoided.
