Tonight I contacted the hotel directly to inquire about travel agent rates as I am a travel agent. The Associate who answered the phone greeted me with, "Thank you for calling Drury Inn. This is..." He said all of this so fast that his name was mumbled. As a professional, I prefer speaking with hotel staff by name as I expect them to do the same with me. So, I said to him, Hi...I'm sorry I didn't get your name. Your name again?" He grudgenly sighed and said, "What do you need?" I replied, "Your name, sir, I didn't understand it the first time you said it. " Rather than just say his name, he said, "Thank you for calling Drury Inn. This is (mumbled again)." Thus I replied, "Did you say Herb? He then replied, "I'm not understanding where we're going with this. What do you need?" I said to him, "Well, I'd like to know who I'm speaking and I called to inquire of your travel agent rate, but I'm not sure if I want to stay at your property now. Did you say Herb?" He responded, "HERB!! So you want a room?" and I replied, "Initially, I did. Are you the manager on duty now, because I'm not sure if I want to stay at your property?" He then said, (and get this, it was the most polite tone that he had used during the whole call) "Well fine. Thank you for calling." And he hung up. As an agent, I will not refer not book any client at this property.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
10 February 2012
We sincerely apologize you had a bad experience with our hotel staff. We pride ourselves on being friendly and welcoming and offering +1 service. We do our best to uphold Drury standards and to remain consistent with all other Hotels in the Drury family. Thank you for your comments - they help us in our continuous efforts to improve.
Shari Weber
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC