As the General Manager of the Howard Johnson Orange, I would like to first state that we are in the hospitality industry and it s our job to provide the service that guest needs. When advance reservations are made, certain room types may be guaranteed, as to any requests such as ground floor or near the office or simple things like room next to each other. We provide every effort to try and meet these request and we have done, when reservations are made in advance.
However, in such cases when guests just show up without a prior reservation made, we try to do our best in providing the room type and a rate you agree on. In this particular case, when you showed up within minutes after calling does not give us time or reserve a particular room request. There was absolute no mention that you needed a Handicap room upon this walk-in check -in. In-fact, the room was given was a coupon rate and a “walk-in” rate. A King Non-smoking was given on the ground floor close to the office. Unfortunately, this room was not satisfying to you because not the fact that Air Conditioning Unit was not working but it just had to be adjusted to settings.
The desk clerk on duty was courteous and offered another room but the only rooms available on ground floor were rooms with two beds plus this would be at an extra fee. These rooms are not offered with the coupon rate. It was because of this extra room cost, you opted and willingly took the room on the 2nd floor. No guest has ever been forced to stay at the hotel if not satisfied. Unfortunately, in the morning we do apologize, if the clerk on duty had called you early to remind you of the check-out time, and we completely understand that is not our procedure at the hotel, it was more like an isolated situation and once again, we apologize for this. There may be a possible reason for quoting a higher rate; perhaps it was mention or miscommunication in the fact that you wanted to stay extra for multiple hours.
In any case, we strive for customer satisfaction. We at Howard Johnson deeply regret any inconvenience you may have experienced in trying to get the phone numbers and responses. We once again apologize for the inconvenience and we can assure you that the situation has been rectified and the staff has been advised and reprimanded. We hope this will not deter you from choosing Howard Johnson in the future.
Thank you,
Guest Relations
General Management