We are sorry to hear that your stay was not to your expectations. It is our hotel policy to upgrade our Platinum Members if and when upgrades are available. However, we were booked full at the time of your check-in and there were no upgrades available. We understand that having the fire alarm go off at 6am (which disabled the elevators) can be inconvenient, however, we’re not sure why you would fault our hotel for having a fire alarm that works? One of our employees went to each floor to put a note on the elevators letting guests know that they were out of order. When he got to the 4th floor, he saw you waiting for the elevator with your bags and offered to help you carry them. He finished taping the sign to the elevator and when he turned around, you had already stormed off with your bags in hand. Please note that it is very difficult for us to help you when you refuse our help.

We wish you would have asked to speak to a manager during your stay so that we could have addressed the issues/problems you were having. Instead, you checked out a day early and then called us AFTER you checked out and demanded that we refund your entire stay. If your stay was truly as bad as you claim it was, why did you stay for 3 days and not once ask to speak to a manager when you were here?

When you called our hotel – AFTER you had checked out – you were extremely rude and insulting to the person you spoke with. You spoke with this person on 3 different occasions and each time you were irate and verbally abusive. Although our General Manager was not available when you called, the person you spoke with 3 times did relay to you that we would be unable to refund your entire stay.

I (the guest services manager) spoke with you the 4th time you called our hotel. I was unaware of the situation and asked if I could call you back. You laughed at me and said it was funny because no one at our hotel seemed to want to talk to you. I explained to you that this was the first time I had spoken with you and that I would call you back. When I called you back – which was in less than 20 minutes – I explained that we would not be able to refund your entire stay which I understood had already been explained to you by the person you spoke with 3 times previously. Your response to this was “So this is how it’s going to be? So this is war then!” You then started ranting at me and telling me how you were going to report us to every different place there was to report to. Then you said “You hung up on me” and the phone went dead. You were upset because I did not call you back after that, but it is not my policy to call back a person who is verbally abusive to my staff and myself, declares war on us and then hangs up on us.

We take pride in customer service at our hotel and treat ALL of our guests with courtesy, whether they are a Platinum member or not a member at all and we do our best to go above and beyond for our Platinum members (such as upgrading to a suite whenever available). Unfortunately, it is very difficult to help a guest who refuses our help and even more difficult when the guest doesn’t inform us of problems until after the fact.

Again, we are sorry your stay was not enjoyable. My recommendation for any future stays you have at any hotel would be to speak with management DURING your stay if you have any problems so those problems can be addressed.