I was in town for a 3 day dog show at the Carolina First Center. On the last morning of my stay in Greenville, I took some items to my car (around 6:45 am). When I returned to my room, I could not open the door. The key card was working but the door handle was not. My 7 month old puppy was in the room alone. I reported the problem to the front desk. They told me anyone who could help was at least an hour away. The maintenance man arrived about 70 mins later & tried to open the door with a drill which didn't work. He finally took the flat end of a hand ax to the door handle, broke it off & opened the door at 9:25 am. I was due to show my dog in the dog show at 9:30 am, which I missed. I paid $20 for that entry & missed my show time. When I asked for compensation for this very upsetting and frustrating problem, I was told the manager would take $25 off of my last night stay. I told them this was unacceptable. This was not a cheap motel. I paid an average of $62.99/night. I was told I could call the manager on Monday (she was out of town) if I wanted to discuss the issue further. I feel a quality manager would have been on the phone calling me to apologize. I never heard from her. The last comment the person at the front desk made to me was that since they had to destroy the handle to get me in the room, they would have to pay to have someone stay at another motel since the room could not be used, but they were willing to do that for me. Like they were doing me a favor!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
19 August 2010
I'm concerned about the problems that you experienced on your recent stay with us. Our door locks are designed for the security of our guests and their belongings, unfortunately, this does cause some delays when a problem does arise. The clerk that was on duty that day did call me to notify me of the situation and to ask for my input. Being a pet owner myself my first concern was for the safety of your dog, who is a valued member of your family. We (the clerk and I) had discussed breaking a window to gain access to the room, but we both recognized potential harm to your dog from flying glass shards and therefore dismissed this option. We discussed the possibility that the connecting door could be used to gain access, but because there is no knob between the doors and the door frame is made to prevent an unauthorized entrance into the room, that was not an option. The only recourse that was left to us was to call the maintenance man in to have him gain access to your room by whatever means possible.
Please accept my sincere apology in addition to the rate reduction of $46.99 off the third night, that was given to you at the time of check out.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
