Clarion Inn

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Terrible Nights Stay
Posted by on
Rating: 1/51
COOKEVILLE, TENNESSEE -- On February 14, 2014 my husband and I celebrated our 50th anniversary in Cookeville, TN and had made arrangements to spend the night at the Clarion Inn on Jefferson Street. We were greeted by Brandy at the check in area. She was very professional and friendly. From there on the night went downhill. We wanted to stay there because this Clarion Inn had a heated pool and spa. Our room was number 101 near the pool and looked fine at first glance. About an hour after we checked in a huge amount of yelling and screaming began directly across from the room we were in. There was sounds of people running up and down the stairs, we looked out of our door to find a huge amount of children unsupervised and what appeared to be a party going on in the conference meeting rooms. The adults never once stepped outside the rooms to check on the children who ranged from ages 3years to young teens.The noise just kept until we went to the front desk and asked Brandy if something could be done to keep the noise down to an acceptable level. She told us she didn't even know the hotel had the rooms booked for that evening but she said she would go and speak to them as soon as she could get away from the front desk. She did so and the doors to the rooms were closed which helped the noise level but did not help control the children. Within an hour the doors were open again and the yelling and screaming began again. It was so bad that we could not enjoy any of the amenities and couldn't get near the pool or hot tub. It was after midnight when the people in the conference rooms began to leave but not until they were in lobby between the pool and the restaurant and began playing some sort of games with the children. To say the night was ruined for us is to put it lightly. We left early in the morning after asking to see the manager who wasn't there and hadn't been there the night before. We never did get to use the pool or hot tub, did not get a refund and would never return to this Choice Hotel. We do feel we should receive our money back and given a room at any location of our choice. We certainly would not recommend this location to any of our friends or family.
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User Replies:
Paul on 02/21/2014:
Situations like this are very difficult for management to handle. The root cause of course is poor supervision by the guardian.
Pete on 02/22/2014:
We always try to get as far away from pool areas as possible to avoid having people coming and going constantly and talked loud. Your experience should be compensated by Clarion, if they cannot control their guests they should at least do right by you.
Hodge on 02/24/2014:
Very poor response by the hotel. I don't understand why they couldn't tell the parents that they had to control their children or they would be asked to leave. There's a liability risk for the hotel if kids that young were to fall in the pool, fall down the stairs, or otherwise hurt themselves, so you'd think they would have taken steps to stop that nonsense.
BroSCFischer on 03/05/2014:
Having worked at a number of hotels I speak from experience in this regard.

#1) There is only so much that the hotel can do. I agree that if the noise persisted after 10PM (which is generally regarded as the start of quiet hours) it should have been stopped, up to and including the threat and/or actual removal of the offenders from the property. However, this is contingent on the Front Desk being aware of the continued nature of the problem. Most front desks are removed form the actual area of the hotel, and therefore are not able to keep of everything that is going on. They rely on the guests themselves to keep them apprised of the situation, so that they can handle it. If the guests in the OP made their complaints mentioned above, and then waited until check out to make further mention that the problem persisted, the hotel would be well within its rights to not recompense them, as they would have every reason to believe the problem had been taken care of after the initial complaint.

#2) While the hotel does have some responsibility regarding the conduct of its guests, in so far as it violates policy, they DO NOT have any control over them beyond the threat of eviction. Noise complaints prior to 10PM (generally) can only be handled by the Front Desk requesting that they adjust their volume. In general, if there is a party, a certain amount of noise is to be expected.

#3) Just because a hotel HAS certain facilities available to guests, does not mean that they are EXCLUSIVE. Any and all guests have the right to be able to use the facilities (though they may be banned if they are abused). The children mentioned above were guest of the hotel, and had every right to use the facility for as long as they desired. Furthermore, the children's lack of supervision is solely on the PARENTS and not the hotel.

We at the front desk have no means of constant vigilance to monitor the moves of all of our guests. We are not Big Brother. If the enjoyment of your stay is being hindered by the actions of others it is your responsibility to make it known. If it persists, you must let the desk know that it has not ceased so that further measures may be taken. Once and done is not acceptable, and will more often than not result in you paying for a much less than satisfactory stay.

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The 800 Reservation line is a joke....
Posted by on
I work out of town and wanted to do a weekend meetup with my wife in Williamsburg. So on Thursday night I called the Clarion hotel after checking them out on pet friendly sites. I talked to the Choice hotels 1-800 reservation line to set up the hotel room. I informed them my wife would be travelling with our dog and she would be arriving before me. I gave them my full credit card number to reserve the room so that my wife would just have to show her ID and get the room.

Upon her arrival they could not find the reservation at first, then when they did, I was not put down for needing a pet friendly room. My wife was asked for her credit card. So what happened to my credit card information? Oh yeah, the reservation line only transmits the last 4 digits to the hotel, so why did they need the full credit card number again? Also, we lucked out that there was a pet friendly room left and they were able to accommodate us on that. All of this while I am on the road heading there.

At the end of the weekend, we asked for a late checkout. Upon checking out, they tried charging the weekend on my wife's credit card, which I caught and it was put on mine. Then the next day, the hotel put an extra day on my wife's credit card that they should not have even had on file!!!

I have made repeated calls to the hotel, complained on the Choice Hotels website only to receive a cheesy "I'm sorry" letter from the hotel General Manager explaining they don't receive the correct information from there 1-800 line.

I want that extra day refunded off of my wife's credit card, as it is an unauthorized charge and was done after I had already closed out our room.

Of course now the General Manager is never in or answers his phone!!!
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At Your Service on 08/31/2011:
It sounds as if you stayed later then expected. If this is the case and you really do owe for the room charge, you should be willing to pay for it.

Have you contacted the management to clarify if you had stayed too long?
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Gouging a repeat customer!
Posted by on
WINNIPEG, MANITOBA CANADA -- I have stayed at the Clarion Hotel in Winnipeg Manitoba on previous occasions and for the most part enjoyed my stay. Service is slow (check in, calls to front desk unanswered) but you can tell the staff are doing the best with what the owners give them.

I went on-line to book a room as I have done in the past as they always direct you to the website or the 1-800 reservation line as opposed to the hotel. I plug in the dates and it tells me there are rooms available and the room type I want is available as well at the usual price I pay. We like to book their medium size king size suite. I input all my information and it walks me through every screen but it won't confirm the reservation as it says my credit card information is wrong. After punching in my CC information again being very careful to do it accurately it still won't accept it.

So I call the toll free reservation number 1-800-4choice. The person I spoke with was very polite and helpful but the only rooms she had available was a standard room 2 queen beds. The price was higher than what I had seen on the web site but booked a reservation anyway as the booking agent said I can always cancel the reservation she was going to make for me. And she put it on a "courtesy hold" so I didn't have to actually give my CC number. I was very impressed.

So I tried the website again and it still showed rooms were available so I decided to call the hotel directly. Person who answered told me that all the rooms had been blocked due to it being the date of the U2 concert and all reservations were being done through the hotel only. So I asked for the price of the King suite. He told me he could give it to me for $279!!!! The price I have always paid for it and the price the website was going to give it to me for an hour before was $161. When I told him that was too much he told me the cheapest room was a standard 2 queen room for $199!! I was getting it for $149.

When I told him I just booked it on-line for less he told me that was "impossible". So I asked to speak with a manager. I was told he was in a meeting but would call me.

The manager did call me which was great. He had received half of the story so I gave him the full picture. He told me he could not do anything for me!?! What???????

So being the type of person I am I really hate it when companies don't even try to solve the problem or even deal with the situation properly.

I wasn't asking for a free room. I wasn't asking for a huge discount. All I wanted was to book my usual room at the price the website had given me two hours earlier (by this time) which was also the price I have always paid for it. Was this unfair? Unrealistic?

The manager also said I could not book any rooms on-line and it must have been a fluke that I got one. So he then offered to give me the room for $210. What he failed to realize is it was well past the point of making me a happy customer once again. And then to top it off he demanded that I give him a CC # to hold the room I had on hold through the 1-800 reservation line. He said if I didn't give him one he would have to release the room. This is not Co. policy and was a perfect example of someone being petty.

So Choice Hotels has lost a loyal repeat customer. And why?? I'm still trying to figure that one out.

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Anonymous on 10/27/2010:
I can see why he asked for your CC number to book the room, after all, you had arranged for a courtesy hold, without that information.

Ytropious on 10/27/2010:
The thing is I totally see where you're coming from, but the hotel has to protect itself. Concerts and conventions will always jack the regular price of rooms up. The hotel has no way of knowing if you are just some U2 fan trying to score a cheaper room. Also I don't want to burst your bubble but staying at a hotel a few times doesn't give you special privileges that other patrons don't have (unless you have some sort of rewards card, and even then it doesn't mean much). Short of taking the whole website down to revise prices, they chose to keep the website up and just restrict reservations for the time being. I don't see anything wrong with that. Perhaps they were planning to edit the pricing later that day?

It's like if you pull into a gas station as they are changing prices. The pump has already updated to the new price, but they have to take time and change the sign (the older ones). Do you demand the price you saw it for as it was being taken down? I don't.
Anonymous on 10/27/2010:
"(unless you have some sort of rewards card, and even then it doesn't mean much"

I'm guessing you're not a rewards member.

I'm not a big fan of any Choice branded hotel. They're a rinky-dink operation as exposed by the OP.

DancingDan likes this review.
Ytropious on 10/27/2010:
I checked. It's free to join the Choice Hotels reward program. Any free rewards program will rarely treat you differently then a non rewards member unless you're like George Clooney's character in "Up In The Air" with some sort of ultra exclusive platinum membership. The OP never mentioned a rewards card anyway, just that he had stayed in the past. That doesn't entitle him to any special treatment.
Kenora Boy on 10/27/2010:
Well I neglected to mention that I am a Choice Hotel Club Member. And yes I don't expect much from that. It's just a way for them to collect data. But they offered the courtesy hold I didn't ask. And they said I didn't need a card because I am a member. So the hotel is just being petty by demanding it. They have all my banking info intheir system and even if I did give them my card I can still cancel up to 6pm day of without issue.
And I didn't expect to be treated like a high roller. But I head to WPG about 3 or 4 times a year and now they have lost my business so if you look forward....that's a lot of business they have lost.
Ytropious - A more accurate picture would be you pull into a gas station...see the price...wait inline to prepay for 20 minutes while the owner can't get the computer to work and then when he finally does you realize that the price has gone up by more the 60% while you waited and now you have to pay the higher price. I'm sure you wouldn't be happy if that happened.
They gouge when they can. And that's the way the do business. My point is they advertised a price and then they wouldn't honour it. And it is the usual price so why not realize their mistake and make a repeat customer happy. Remember I wasn't asking for a huge deep discount. But thanks for the comments.
dvschase on 10/27/2010:
Well, here is how it works. For better or worse, if we have a huge event close to our property, we raise the rates. We can close inventory so that choice cannot book the rooms and only we can at the hotel.
I am not saying you did something wrong, but we do this because when an event is in town we can change our inventory and have guests or other hotels in the area call us and ask if we have rooms. It is supply and demand.
If I know it is a frequent guest (12-47 wks a yr), I will make an exception or let them know there is nothing I can do. What do you want, the hotel you like not to make any money and close?
getoverit on 10/27/2010:
In answer to your question about being "unrealistic": I would say that expecting to pay the normal rate when there is a U2 concert in town is a little unrealistic.

If I'm understanding things, you're accustomed to paying $161/night for the King Suite but, due to the special event, they're asking $279. After some unfortunate phone tag you finally talk to the manager who says he will do the King Suite for $210, which is more than splitting the difference. If I were you, I would have probably gone for that.

My sense is that they will fill those rooms for $279 and the manager knows that. You assert that you are a regular customer and expect a little consideration and he obliges.

I think I can appreciate your sense that the different stories you get on different rates, depending on you you're talking to at a given moment sort of looks like a a shell game. But I'm buying the explanation that dvschases offers, at least in general terms.
Ytropious on 10/27/2010:
OP your analogy is wrong because they did not change the price while you were "waiting in line". It was put on lock down, likely sometime before you visited the site. They were not "advertising" a price, they had the normal rate listed on the website, a price that you have to order online to get. They shut down online ordering due to the concert rate needing to be swapped in. You never had an opportunity to buy at that price. You would have had to book the room sometime before the U2 concert was announced. After all was said and done they still GAVE you a discount on the rate, then chose you not to take it? What's the point?
Kenora Boy on 10/28/2010:
Ytropious- It wasn't a static web site that just listed prices. It was a reservation site and people were making reservations. It lists how many rooms are available at what rate and it changes as rooms are booked. They design it that way so the red highlited words "only 3 rooms left" gives you a sense or urgency. So the rates were available but the system would not allow me to proceed due to a processing issue on their end.
As for your question "what's the point?" all comes down to semantics, perceived value and the customers right to take their business elsewhere.
werelucky on 10/28/2010:
If you go to any of the big college towns, you will see notices of event rates for game weekends. They jack the rates up to outrageous levels, but they are in business to make money. It's all good olde capitalism, supply and demand. It sounds like they were trying to work with you. You can either pay the rates or sleep in your car. This falls more in the category of 'that's life'.
Kenora Boy on 10/28/2010:
Actually it fell into 'took my business elsewhere'. If you own a business and a customer walks in with a complaint and you do nothing to solve the problem until they are about to walk away...your business will not be as successful as it could.
getoverit on 10/28/2010:
I think what Ytropious means by "what's the point" is that the manager did offer a discount and you turned it down.

The guy called you back and tried to work something out. Using your analogy, the customer (figuratively) walked in with a complaint and the manager did do something about it.

Personally, I don't see why that's not good enough for you. But you're right: you can always take your business elsewhere.
Ytropious on 10/28/2010:
"processing issue on their end." was not a processing issue! It was them locking the website down. I guarantee that it wouldn't have let you order that room unless you came in sometime before the ordering lock down. And Kenora, people are disappointed by companies every day. They can't make every customer happy every time. You were demanding a discount during a time when the price is jacked up due to a concert, based on the fact that A) you stayed before with this chain and B) the website has not yet been updated. And after all was said and done he still broke down and gave you a discount and you said NO. getoverit was right, that is what my point was asking. Why fight so bad to get what you want then turn your nose up at it? I'd be tickled pink to have gotten my way and enjoyed it.
Kenora Boy on 10/28/2010:
So I should be happy that for the first 5 min of our conversation he said he would not do anything for me and then when I finally said I would not be staying at the hotel he then offers me the discount? If the manager had made his offer right after hearing my complaint I may have taken it. If the policy was as 'cut and dry' as he first said it was then he would not have been able to give me a discount but he eventually did (which is better than nothing) but it proves that he did have the option to do something when all along he said he didn't. Just because 'customer service' takes place does not make it good customer service. I will spend more for a better product or service. I do it often in my personal life as well as my business. But I put a very high value on the service part of what I am paying for. No one is happy about receiving BAD customer service, which does not mean lack of customer service all together. They waited until I was "walking out the door" to try to do anything to make up for their mistake. And for me that is always too little too late.
getoverit on 10/28/2010:
I would say that the behavior of the site, as the OP describes it, did reflect a processing issue. Assume what we all think was true: As the OP was entering credit card info., etc, to make a booking, the site (or a portion of it) was in some sort of maintenance state due to the pricing being updated. The site did not indicate that. The site indicated a credit card issue. The user devoted additional time to verifying credit card info., even though that wasn't the real problem. That is an opportunity for improvement in how the web application operates.

But with Ytropious on this. No company is going to be perfect 100% of the time.
Kenora Boy on 10/28/2010:
getoverit - I think you understand were I am coming from. I am not perfect either. But when I do make a mistake I try and fix it right away. Is it resolved 100% of the Ytropios is focused on only the end result whereas my beef is with the process.
This is my first time on this site and I'm glad I came across it as it does get ones mind thinking. This discussion has been great. Thanks to everyone who responded. I just hope I never have to post a negative issue again. Wouldn't life be grand!!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Worse Experience EVER
Posted by on
Rating: 1/51
OXON HILL, MARYLAND -- My church checked into this hotel on July 5th at 3:30 am (there were about 30 of us) and we traveled about 7 hours to get to the hotel and find our rooms had mold on the ceilings and walls. It was such a high level of mold it was dangerous for anyone to sleep in the room.

We asked for another room at which were given but very hesitantly. The following day during a Banquet which we were there for, the event went over by 10 minutes and the general manager came in flicking the lights telling us to wrap it up. Many of the participants in attendance were shocked and appalled. The manager then got very vocal telling the guests to hurry and clear the room.

During the Banquet we thought the rooms would be clean only to have us return and find the beds unmade and no fresh towels/linen.

When we checked out on July 7th and was asked about our stay we informed management of our dissatisfaction at which she stated "if the stay was so bad why did we stay". There was a large convention in the area and the hotels within a 25 mile radius were all full so we did not have the option to stay elsewhere. The rooms are old, very outdated (they still have tube TV's), push bottom box phones, the rooms were very unclean.
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