 Am I just being stroppy....?
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Joined: Oct 2005
Posts: 3,463
Loquacious
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Loquacious
Joined: Oct 2005
Posts: 3,463 |
I stopped at a hotel at the start of September - I was at a mates wedding. I'd booked it over the phone 2 weeks previous (the website said it was full...) and got a quote of £92.50 for both nights. I got there and they'd spelt my surname wrong, so had no record of my booking....  I sent this email to the hotel chain and the franchise holder: Quote:
I booked the above hotel over the phone 08/19/08 after being told on the website that the hotel was full. I wanted two nights to attend a family wedding. I was told there had been a block booking cancellation and these rooms had not yet been put on the online booking. I was told it would be at a cost of £92.50. I checked that this amount was for both nights and was informed by the man at the end of the phone that yes it was. I said yes I'd like that and was given a I was given a booking reference - 234459. I put the phone down and was happy. I arrived at the hotel on Friday and they had no idea who I was. I informed them of the booking reference number and the found my booking...name of STANOEY. Never mind, just a typo. The reception staff seemed to have no idea how to take my card authorisation - yet when I questioned it with another member of staff the next day she knew MaestroUK didn't authorise like that. After 10 minutes of 'messing around' I got a key card and went to my room. I went in, and found stains on the carpet, makeup on the wall and a general bad state of repair. I did however have to repair the case stand before I could use it; it was only a screw come out and only took me 5 minutes, but it would have taken a handyman with the proper tools even less - I used my nail file as a screwdriver. However was in a rush - I was expected at a meal - so left. Next morning was woken by the sound of the chambermaids in the corridor. I went for breakfast. I'm a vegetarian and my cooked breakfast consisted of fried egg, grilled tomato, baked beans and mushrooms. I asked for hash browns and was told they'd run out. This was 830 and breakfast ran till 10. Not much luck for those somehow sleeping in. I had toast also and a croissant. And breakfast was costing me how much.....? Never mind, went to the wedding had a good day. Had arranged to meet a family friend who was also stopping at the same hotel at the bar...but wanted to change my shoes. I went to my room and my key card didn't work. Went to reception and she tried to make out it was my fault - I'd put it near something metallic, or something else that could cause it. I said no, it had been in my purse all day, but she re-programmed it and all was fine. Next morning WAS WOKEN UP BY THE CHAMBERMAID coming into my room at 830. I'd put the chain on so she couldn't actually get into my room, but in all the hotels I've ever stopped in Sunday's cleaning has always been done later, so hadn't worried about the 'do not disturb' sign. Breakfast actually had hash browns .... Packed my bags and went to check out. Bill still said STANOEY but they'd changed it to say Miss Stanley somewhere else. I was shocked to see it say £173 on the bill though. If I'd been informed it was going to be this much I'd have looked for accommodation elsewhere. I specifically asked if the £92.50 was for both nights and made a note of this on making the booking. I did question it at the time but I was told that there wasn't even a rate that would have cost £92.50 for the weekend and as I had a car waiting for me, begrudgingly paid up and left.
The room - in my opinion was not worth £86.50 a night. As I have previously stated there was a previous occupants make up on the wall (I cleaned some of it off), the electrical ducting underneath the television was hanging off. There were empty rawlplugs next to the television also - not a nice look. There were marks on the wall that looked like someone had placed a case on the bed and scraped the wall with the plastic feet they have. The toilet seat was stained. There were stains on the carpet. I have stopped in hotels in the Outback of Australia for a third of the price and had better room surroundings than this.
I look forward to hearing what you are going to next.
Yours unhappily
I posted this on the Thursday after, the chain has responded and passed it on to the franchise saying I should hear from them by 10/1/08... I sent it to the franchise at the same time, explaining this was what I'd sent to the chain and was sending it out of courtesy. I sent it again a week later....and still heard nothing.
I'd heard nothing so I called them this morning....well in my world anyway - was about an hour ago, and gave them two hours to investigate and they are going to call me back.
This is a BBBBBBBBBIIIIIIIIIIIIIGGGGGGGGGG chain of hotels - the reply from the chain came from the US. The franchise is letting the name down
I'm not being stroppy am I?
And no, I'm not saying who the chain is... I can't afford the litigation.
Gina
03 America - Pretty stock - except the TBS wheel... 
06 America - missing, presumed in bits. With it's TBS wheel... 
09 America - It's very blue....
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Re: Am I just being stroppy....?
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Joined: Jan 2005
Posts: 12,164 Likes: 1
Should be Riding
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Should be Riding
Joined: Jan 2005
Posts: 12,164 Likes: 1 |
I definitely would have complained too! That was horrible! In fact I would ask for a complete refund.
Soren
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 Re: Am I just being stroppy....?
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Joined: Jun 2006
Posts: 2,626
Loquacious
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Loquacious
Joined: Jun 2006
Posts: 2,626 |
Don't know what Stroppy means but if it's anything like    You're perfectly justified. Maybe you should have told them to let that Stanoey woman pay the bill.
Steelheart- '03 Speedmaster Black/Yellow
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16" Shorties/140 mains/Airbox drilled
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"There is no cure for Celibacy. But we can treat the symptoms."
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Re: Am I just being stroppy....?
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Joined: Jan 2005
Posts: 4,541
Loquacious
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Loquacious
Joined: Jan 2005
Posts: 4,541 |
Was it a La Quinta hotel. Your experience sounds like a La Quinta hotel to me.
Sad thing is Gina, hotels have so much business right now i dont think they care if they get a few complaints. Do you have Hotels.com or any other type of online booking web sites in the UK. If so see if the hotel you stayed in is listed and put a bad customer feedback on as many hotel websites that have them listed. I dont believe they can take legal action against you if you are reporting honest experiences with the hotel.
Sing it from the rooftops Gina. Im sick and tired of these Service Industry companies getting away with crap service.
Arsenalfan. AKA Mark Able
Seller of fine automobiles.
Jaguar, Land Rover, Porsche of Chattanooga
423-424-4000
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Re: Am I just being stroppy....?
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Joined: Feb 2007
Posts: 23,227 Likes: 62
Fe Butt
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Fe Butt
Joined: Feb 2007
Posts: 23,227 Likes: 62 |
I would have been angry and would have refused to pay.
I learned all I need to know about life by killing smart people and eating their brains.
Eat right ,Exercise ,Stay fit, Die Anyway!
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Re: Am I just being stroppy....?
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Joined: Oct 2005
Posts: 3,463
Loquacious
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OP
Loquacious
Joined: Oct 2005
Posts: 3,463 |
Had them call me back....and the records for September are archived already.... They are searching through the records and emailing me later - I'm off to work in an hour. Stroppy is defiately Been on the phone to trading standards....they are misrepresenting the facts. They recommend I write to them and send it recorded delivery, and state that that's what they are doing.
Gina
03 America - Pretty stock - except the TBS wheel...
06 America - missing, presumed in bits. With it's TBS wheel...
09 America - It's very blue....
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Re: Am I just being stroppy....?
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Joined: Jul 2006
Posts: 763
3/4 Throttle
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3/4 Throttle
Joined: Jul 2006
Posts: 763 |
Gina
dumb question but did you get any names of the people you spoke to. That is a must in all complaints especially against large companies. Also if you have highlighted the issues at the time to the people working at the desk they should have taken note of your complaint. Each time you speak to somebody and feel that you are not being treated fairly simply ask for their bosses name and telephone number they will try to fob you off so simply ask are you refusing to assist me in my complaint use their name keep moving one step up the ladder. I Have done this with some weird complaints and have spoken to CEOs/ directors of companies and the response you get once they get a phone call is great they dont want hassled by peons and will do whaterver to get rid of you. Also remember that you can easily influence decisions in your favour by being reasonable.
so simply
1) Name
2) Bosses Name
3) Bosses Number
keep repeating till you get issue resolved
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Re: Am I just being stroppy....?
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Joined: Oct 2005
Posts: 3,463
Loquacious
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OP
Loquacious
Joined: Oct 2005
Posts: 3,463 |
the bloke i've been talking to is the md of the franchise group.....
he's more concerned about where the email I sent went to.....but is the one who called me back and is gonna email me. I'm hanging of sending the recorded delivery letter till he's got back to me.
Gina
03 America - Pretty stock - except the TBS wheel...
06 America - missing, presumed in bits. With it's TBS wheel...
09 America - It's very blue....
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Re: Am I just being stroppy....?
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Joined: Sep 2006
Posts: 3,012
Loquacious
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Loquacious
Joined: Sep 2006
Posts: 3,012 |
had a similar experience in Kentucky a couple of weeks ago.
i have photos to doucment the yuckinthebathroom,
and i wrote a very long reply in the customer survey on line.
wrote to a corporate email address as well.
have not had a reply as of yet.
allhailthefrenchpress
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Re: Am I just being stroppy....?
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Joined: May 2007
Posts: 225
Adjunct
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Adjunct
Joined: May 2007
Posts: 225 |
If they don't please you, ask for a booking for 43 people on the following Saturday Night and ask if they can have secure parking for that many motorcycles. Make the booking in the name of one of the local 1% clubs. 
Yes! I am a Redneck. Any Problems?
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Re: Am I just being stroppy....?
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Joined: Jan 2005
Posts: 18,825
"Lighten up, Francis."
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"Lighten up, Francis."
Joined: Jan 2005
Posts: 18,825 |
strop·py (strp)
adj. strop·pi·er, strop·pi·est Chiefly British
Easily offended or annoyed; ill-tempered or belligerent.
Doesn't sound like ANYBODY around here...
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Re: Am I just being stroppy....?
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Joined: Jul 2007
Posts: 6,060 Likes: 6
Worn Saddle
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Worn Saddle
Joined: Jul 2007
Posts: 6,060 Likes: 6 |
Rub'em in it, Gina. Sounds like you got a raw deal. I'd still like to know the name of the chain. Maybe you could clue us, like say, "sounds like.... And that does sound like a lot of money for this kind of crud.
Fidelis et Fortis
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Re: Am I just being stroppy....?
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Joined: May 2007
Posts: 5,068 Likes: 1
Saddle Sore
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Saddle Sore
Joined: May 2007
Posts: 5,068 Likes: 1 |
Give me a word , any word , and I'll show you where the root of that word come from in the Greek . "Stroppy". OK , stroppy come from the Greek word "stropos", meaning beat with a leather band . It where the word "strap" come from in English . Stroppy mean how you would feel after beat with leather strap . So there you go . One of my multiple personalities is Gus . My Big Fat Greek Nuptual Event .  I'm getting better . 
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Re: Am I just being stroppy....?
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Joined: Feb 2007
Posts: 23,227 Likes: 62
Fe Butt
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Fe Butt
Joined: Feb 2007
Posts: 23,227 Likes: 62 |
I learned all I need to know about life by killing smart people and eating their brains.
Eat right ,Exercise ,Stay fit, Die Anyway!
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Re: Am I just being stroppy....?
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Joined: May 2007
Posts: 5,068 Likes: 1
Saddle Sore
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Saddle Sore
Joined: May 2007
Posts: 5,068 Likes: 1 |
Quote:
But...the sheep Wade.
Oh yeah , I almost forgot HIM . His name is Anesthethal , from Norweigian folklore , a god-like warrior who threw small spears at the enemies' sheep .
Ooooohh , I gotta go , here come some . C Ya .
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Re: Am I just being stroppy....?
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Joined: Sep 2007
Posts: 9
Complete Newb
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Complete Newb
Joined: Sep 2007
Posts: 9 |
Don't worry about naming the hotel in terms of litigation. As long as you are not writing facts that you know to be untrue resulting in losses to the hotel chain, they wouldn't have any case. Besides, I seriously doubt the chain would spend any money trying to quiet one individual. Don't be afraid to pursue your  complaints - it's the only way to convince some parties/entitities to change their poor attitudes towards customer service.
Last edited by BikerWannabee; 10/04/2008 9:52 AM.
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Re: Am I just being stroppy....?
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Joined: Jan 2007
Posts: 3,467 Likes: 3
Loquacious
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Loquacious
Joined: Jan 2007
Posts: 3,467 Likes: 3 |
Stick with it. If you don't get a satisfactory response in a few more days, try a trick I've used with great results. Bypass "management" and look up the EXECUTIVE leadership of the company. Send a professional letter of complaint to each - starting at the very top. Make sure to "cc" each recipient so that each one knows who else is getting a copy. It's been my experience that they'll each scramble to resolve the problem before their boss calls them on it. If that doesn't work - please name them. Hotels have a great deal of latitude to grant free rooms on non-peak nights. I'd expect at least a couple of free stays as compensation. You say a reply came from the U.S. They could get quite a earful from those of us offended by their treatment of one of our own.
Last edited by Hermit; 10/05/2008 11:30 AM.
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Re: Am I just being stroppy....?
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Joined: Oct 2005
Posts: 3,463
Loquacious
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OP
Loquacious
Joined: Oct 2005
Posts: 3,463 |
OK no reply as yet.... I'm at college tomorrow, so if nothing comes by the time I get home from that, I'll draft a letter to send Tuesday am.
Oh and the hotel chain starts with a male sheep.
Gina
03 America - Pretty stock - except the TBS wheel...
06 America - missing, presumed in bits. With it's TBS wheel...
09 America - It's very blue....
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Re: Am I just being stroppy....?
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Joined: May 2007
Posts: 1,354
Learned Hand
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Learned Hand
Joined: May 2007
Posts: 1,354 |
In all my travels, I've never been impressed by those Ram...hotels. I purposefully avoid them like the plague and it sounds like Gina, from your experience, they haven't improved any.
I hope you can get satisfaction but sorry you went through all this. Hopefully, next time you can stay at a hotel chain that rhymes with Stilton.
Blue/White 2007 TBA, Thruxton needles, Unifilter, AI removed, Polaris Bellmouth, Bubs, Nology Coils/wires, Lightbar, Ricor Intiminators, Hagon Nitros, Tall Sissy Bar w/luggage rack, Dart flyscreen & Lowers. 130 Mains, TrueGel Battery MG12-BS.
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Re: Am I just being stroppy....?
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Joined: May 2007
Posts: 5,068 Likes: 1
Saddle Sore
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Saddle Sore
Joined: May 2007
Posts: 5,068 Likes: 1 |
Quote:
Oh and the hotel chain starts with a male sheep.
Well , Georgina , that may be the answer to this kerfuffle . Male sheep have no business starting a hotel chain . They're just too darn stupid . Ram Inn , I'll never stay there . Perhaps Ewe Inn . 
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