SAN ANTONIO, TEXAS -- It must be important for you to know that, I have recently had my worst experience in my life during my two nights staying at the Days Inn Hotel, I-10 West Fiesta Park / Medical Center, 11790 IH-10 W, San Antonio, TX 78230. I am writing this complaint to inform you of the poor customer service and the terrible behavior of the Manager of this Hotel.
The Room has no Towel. The room service person said that "OK our laundry machine is slow, I will bring them to you later on.”
There was no internet Wi-Fi access. I said to the front desk that there is something wrong with your internet system because I tried to connect to it with the password you just gave me but I couldn't succeed neither with my laptop nor with our Apple and BlackBerry Cell Phones. It seems that you must re-set your Modem. The front desk person in charge said, "I don't have any knowledge about Computer and there is no other person here. So, please follow up this case tomorrow morning." So, I missed the internet while I paid for a room with Wi-Fi service.
Monday morning, 8/6/12 at 8:00 AM, I went to the front desk and told the new shift in charge about my problem with Wi-Fi. She said: "I can't do anything. The modem is in my Manager's room and she has not come yet, so you have to wait.”
I came back around 14:00 PM and said to her that I want to talk to your Manager now. She called to her and said that one of our customers wants to talk to you. What do you think about the Manager's reply to the front desk person? The Manager said: "What does he want? If he can't tell it to you, he can write it in a letter. I am busy and have no time to talk with him."
Can you imagine? This is the first time in my life that a Manager of a small Hotel whose Room was next to the place that I was, even didn't open the door to see what is going on at the front desk with this customer!!! I didn't say anything and came out of the building but I will never forget that disrespect and insolence which the Manager expressed to me as a customer who wants to talk to her about the problems at this hotel.
Just before I came to San Antonio, I was at another Days Inn hotel at Houston and it was acceptable and I was satisfied with their services. Just for that reason, I decided to stay at another Days Inn hotel at San Antonio. But after this poor customer service and very bad memories that I have had at this hotel at San Antonio, I will definitely give up and will never stay at a Days Inn hotel. I do believe that the Manager of this hotel is the best person to disparage the Days Inn Brand Name. I really wasted my money at that Hotel.
Although I have to stay at a hotel in San Antonio till 8/16/12, but I decided to find another hotel in which, the Manager believes on the importance of customer satisfaction and has enough work conscientiously and commitment in their customers' affairs.
NEW MARKET, VIRGINIA -- It is now 7 days later and I am still in total discomfort and awaiting a call from the ever absent manager of the Battlefield Days Inn in New Market, Virginia. My body is still covered in very large red bites from what I can only assume to be BED BUGS!!! II cannot believe that an establishment like this is allowed to operate without recourse. It would not be so bad, but we had just travelled from Charleston where we paid more than 50% less for a room which was fine for what it cost. For this price I was expecting clean - but instead got apart from the BED BUGS.
Dirty carpets (not very visible since the lights do not work too well either). There was bath tissue in the toilet, (most probably the previous occupant). Used cotton-wool by the side of the bed, and the bath has a very large chip in it. The taps in both bath and basin are encrusted with either dirt or are peeling, could not see, light too bad. Bedside light had no switch just a hole and appears to be a safety hazard. The breakfast consisted of sugary buns and cakes, with no choice for diabetics other than weak coffee.
We left in disgust with a promise of a phone call from the Manager - still waiting - 7 days later… and instead headed for the nearest Pharmacy to get some ointment to try to alleviate the discomfort from the bites covering my entire body. I STILL have very large red bites all over my body, no relief and I am very angry.
EVANSDALE, IOWA -- My husband and I stayed at the Days Inn in Evansdale Iowa for a special Valentines weekend. My wife is a huge New Orleans fan and there is a New Orleans themed restaurant and lounge in Waterloo Iowa so we booked a hot tub suite at the Days Inn. Upon arriving, we were told we were in a smoking room when we requested a non-smoking room. They refused to change our room or give us any discount, they did however offer to downgrade our room to a non hot tub suite at the same rate we were paying. We said no, so they oversaturated the room with air freshener which only made it worse.
We went to dinner and upon returning to the hotel started filling the hot tub. The water was brown and had stuff floating in it. We contacted the front desk and the clerk advised us she was told by management not to give us any refunds, change our room or accommodate us in any way. They told us to drain and fill the tub several times and it would clear up. We did that and the water was still brown. We then found old food in the sleeper sofa and some kind of bug eating it. There was mold all around the hot tub. We decided to leave the hotel and not stay the night. If the tub was that gross and the room was that dirty there was no way we were sleeping in that bed.
The room was a dive, the staff was rude beyond explanation and the General Manager was a total jerk. We paid $129 for a room we never used. Never again will we stay at any Days Inn hotel.
GLENDIVE, MONTANTA -- I booked a two night stay at Days Inn in Glendive, MT a week in advance. When I called, a man named Anthony took the reservation. It sounded very loud in the background during the phone call. He asked if I had stayed there before, I said, “Yes.” I have stayed many times during the last seven years. He found me in the computer, quickly made my reservation and hung up the call. Upon hanging up I had a passing thought that I should call back and confirm. But I've never had an issue before, and half expected a confirmation letter (but I had the confirmation number) so I dismissed the thought. I too, have worked in reservations and front desk and understand how busy it can be.
The morning of the 16, I started my 15 hour day at 5 am. I checked my bank account and discovered that I had already been charged for two nights at the Days Inn. Finding it strange that my card was pre-charged I called the 800 number; after speaking to their reservations I was told that my charge was a no show and to call your hotel. So, I called at 7:45 am, no answer, and again at 8:50.
Anthony answered the phone. I explained my situation and stated that I was “coming in tonight.”
“You already no-showed,” Anthony stated, “There is nothing I can do about the charge.”
“Clearly there was a miscommunication and it was typed in wrong. I am coming in tonight. ”
“I always read back my dates. So there is nothing I can do.” He stated confidently.
“Then let me speak to your manager.” I stated, clearly upset.
“I AM the manager.”
“Then what can you do for me? Why did I not receive a confirmation letter?”
“We do not have your email address.”
“Really? Because I have been going there for seven years! You pulled up my history to make my reservation. It's not like I'm just driving through. I stay there when I'm on that side of the state for work.”
“Let me take your number and I'll see what I can do.”
At 9:21, he left a message. “ Hi this is Anthony at the Day's Inn. Just giving you a call back. We don't have your email address and can't refund your no show charge for last night. Just give me a call back if you are going to be needing it for the rest of the stay starting tonight. Bye bye.”
I was scheduled for two nights and told him previously that I was “coming in tonight”. After my meeting I called the establishment twice at 11:35. I allowed it to ring many times, without an answer. I called two more times at 12:52 and 12:57, without an answer. I called again at 1:27 and let it ring for five minutes and 37 seconds, without an answer! I was out of cell service for the large portion of my day.
At 8:15 pm, I finally made it to Glendive. I had been traveling for 15 hours! I had battled rain and sleet on the road. My back was tied in knots and I was a woman traveling alone. I looked forward to locking myself in my hotel and taking a hot shower.
Nonetheless, upon attempting to check in I was told that Anthony canceled my entire reservation! I work for Tobacco Prevention Program and was told the only room left would be a smoking room. It's difficult enough being in a building that smells of stale, lingering smoke residue. However, I would now have to sub come to an even unhealthier environment of recent residual third hand smoke which permeates the walls, carpeting, bedding, curtains and ultimately my belongings, body, and lungs.
I WAS OUTRAGED at the kind of customer service I was given! After seven years of using the establishment I was treated so disrespectfully. I was appalled to find out that Anthony is NOT “the manager” but the assistant. From the evening desk worker, I learned that “he often doesn't tell people that he cancelled their reservation.” And she agrees that “He needs to tell them that.” I am displeased that anyone would treat a returning client the way I was treated. It certainly wasn't small town hospitality that I have known of in the past. I cannot believe that no one answers the phones in the middle of the day! Even when it rings for FIVE minutes!!
I was left out in the rain to find another suitable lodging. Which proved to be quite difficult. This area has been over run by oil field workers and it made me uncomfortable and a little scared not having a place to stay.
HOUSTON, MICHIGAN -- Our family group of 8-9 families began arriving at the Days Inn - 290/610, 11002 Northwest Fwy, Houston, Texas for anticipation of a great Wedding celebration. I/We first noticed upon entering the room, that the top of closet laminated door veneer had separated about 4-6 inches, we were too tired to complain. The next night, after doing some shopping during the day, my wife lost her balance while trying to smash a "bug" she thought was a roach.
The second day/night, I was lying on the bed with my eyes closed, trying to sleep, when I felt "something" crawling on my arm. I moved my arm quickly downward away from my body… jumping up from the bed in the same motion to discover a real roach lying on it's back on the carpet, upon closer inspection. At about the same time I pulled back the covers and saw even more bugs. I move the clock and even more roaches. I move the telephone base and even more roaches. Then I decided to catch some for "evidence"...
Next I went to Check-In desk, and asked for the Manager. Three times I was told the manager was not available. I insisted for about 9-10 more minutes of waiting. A third person presented himself as the manager. I insisted upon a Business card to verify the identity of the General as **. Mr. ** would not produce any recent health inspection reports. I informed Mr. ** that the circumstances were NOT acceptable. Mr. **, suggests alternate rooms, to review to my liking.
I viewed 5-7 rooms with ** from the desk check-in area. All the rooms(between 260 -248) were proved to ** as unacceptable my virtue of being unclean, maintenance issues, bad odors smelling and/or "black mold" at the bath tub areas. **, I assume was relaying this information back to Mr. ** (the name given on the business card, as General Manager) via cellphone (foreign language???).
Now, I have determined that there are major issues, not only in the original room #260, but at least a half dozen more, due to this inspection with **, at about 11:00 PM. Finally, ** and I entered the last available room, it was not without problems, but It did not have at first glance, roaches, maintenance problems and/or black mold issues. After further heated conversations with Mr. ** about reasonable compensation to accommodate for our inconvenience, I reluctantly accepted the later room.
The next day, upon Check-out, my brother-in-law had problems getting a receipt from the day shift desk check-out person, written and/or computer generated, because the computers were down. Because my brother-in-law could not wait… I created a receipt, to which he authorized myself to receive his receipt. Upon, check-out of myself, I had to again ask for Mr. **, General Manager to attempt to resolve my unpleasant stay, due to roaches, black mold, bed bugs bites, uncleanliness and a very rude unprofessional attitude/disposition.
I have seen filed complaints with the Houston, Texas Health Department and Days Inn/Wyndham Rewards®/Wyndham Hotel Group brands. Note: Do your own inspections, first, before accepting your rooms. I have stayed at Days Inns for years, without any problems, like these. Friday, April 26, 2013.
ALBION, MICHIGAN -- Dec 26, on my way home to Oregon, WI from Toronto Canada. It's a blinding snow storm outside and I have driven 300 mi. Many people are in ditches now and things are getting pretty bad so I get off and check the GPS for a motel. There is a Days Inn right there so I checked in. I go to the car and load myself down with things I need and go to the room. I can see already that I have made a bad choice in motels. I proceed but I can't get into my room. I trudge to the office with all my things because in this hotel you would not leave anything unattended.
The desk clerk comes and flings herself against the door and opens it. I leave the room and do the same thing when I return and it works, but the next time I leave, I can't get in. While on my trips to get things from my car I meet some of the residents of the motel. Strange people who live at this motel and want to help me take my things in and tell me why they are living here.
I go to the desk and explain that I can no longer get into my (very nasty) room and they give me another (nastier) room. This room has two chairs, the other none, that are so dirty and spotted that no decent person would ever sit in them. There is no shampoo, half of the towels needed (manager brings me one) and a coffee maker but no coffee, which I get at the desk later. The carpet is so dirty that when I took off my shoes my white socks became very dirty. My bedroom slippers are in my car so each time I get off the bed I have to slip my feet into my tennis shoes.
When I checked in, I forgot to ask for my senior discount so I asked on the way to get some food and the manager said no because I was charged $60.00 and the rack rate is $70.00, even though the clerk said the savings would be $5.00 if approved. After seeing the first room, I checked to see if any other hotels were in the area but there were none for a number of miles and I-94 was so bad I had to get off. There were many people in the ditches and I could not drive any further.
I am 71 and really a world traveler, from South America to Alaska and yearly trips to Europe and the UK. I have friends and family in many places and have stayed in many hotels. This hotel is the second worse I have ever stayed in. The first was a hotel in Quito, Peru, a jungle city but it cost only $12. My friends and family usually stay at Marriott hotels and you cannot go wrong there. I will never stay at a Days Inn again. There may be good ones but this experience will always keep me away from Days Inn.
MIAMI, FLORIDA -- Had a confirmed reservation guaranteed with credit card for Days Inn Miami International Airport for November 13-November 18, 2011. Confirmed rate was $85.46 for first night. Due to International air delays, arrived at 2 AM next day. Front desk attendant said I had no reservation but they had already charged me first night for no-show. Then I showed her a screen capture of my confirmed reservation email. Then she said motel was full but she could let me have a noshow's room for $159.95 plus taxes. I accepted (me and my wife are seniors and it was late).
When I arrived home, noticed in my bank statement they also charged me $93.46 from my reservation's credit card for the same night they charged $159.95 + taxes. I tried to contact Customer Service Wyndham/Days Inn but they filter feedback from outside the US. Asked to complete an online survey about my stay, I reported my claim. The next day, I received from a no-reply email saying the $93.63 didn't appear on his computer. I then tried to contact the Wyndham people (owners & managers) through their contact web page but it couldn't go through UNTIL I CHANGED TO A US ADDRESS.
So not only I was charged $253.58 for a written confirmed rate of $85, PLUS Wyndham or Days Inn will not accept any type of feedback online from outside the US.
ATLANTIC CITY - BOARDWALK, NEW JERSEY -- For $225/night, we expected a decent experience. I know that the hotels in A.C. are all pricey... so we felt safe and comfortable with the Days Inn. The room wasn't great (it was mismatched and cheap looking), but it was clean. We had a great night in Atlantic City. We returned later on and went to sleep. In the very early hours of the morning, we received a sexually obscene and threatening phone call, which sounded like it was coming from another room in the hotel. I hung up on the caller and was so shaken I couldn't sleep. I kept the light on the rest of the night.
We immediately called the front desk, who said that they had no way of knowing who called and couldn't help us. Needless to say, they were completely unapologetic. Upon check out, I told the front desk staff and BOTH of the managers, who were also completely apologetic and did not offer anything to make us feel better. I explained that for $225/night, I expected to actually be able to sleep and feel safe and comfortable. They didn't care.
The manager also noted that he "had no idea who it could be" but five minutes later said "I have a feeling I know who it is, but I can't say for sure." He also mentioned that this had happened to other guests, but they didn't have any records or call logs. I find that hard to believe.
I was so upset that I called the Days Inn corporate office. They took down all of my contact information - THEN turned around and gave it to the exact same manager I spoke to the day before. He called me and was so rude and angry with my fiance and myself. I called BACK to corporate and told them that this was ridiculous. They said they couldn't do anything until 7 days went by, then they would review my case. My fiance called back again (the same day) and told them that this was unacceptable. They promised to have a supervisor call us back within 24 hours. They never did.
About 4 days later, we received a passively aggressive and RUDE email from the AC hotel staff AND a letter from corporate. That was it. I work in an industry and a position where you ALWAYS keep your clients and customers happy, especially if something horrible happens. Apparently, Days Inn has a completely different motto. After this experience, I will NEVER stay at Days Inn again, in Atlantic City or ANY city!
BAR HARBOR, PENNSYLVANIA -- Stayed here in July 2013 - room had musty odor, but got in late so just went to bed. Tub drain was a bit slow in am but was in a hurry and the rest was working so we headed out. Upon return, there was stuff floating in the toilet, but again in a hurry to get showers and change to meet friends for dinner. Flushed toilet and it overflowed over my daughter's shoes, the floor and into the carpet. She had to hold the valve and stand in the tub while we found help to stop the water running. It would not plunge and they had to turn the water off and go find an auger.
We were unable to shower and had to be let into an empty room to even change for dinner because they were still trying to fix it after 30 minutes. Upon our return, the floor was still wet and the carpet was soaked. Dehumidifier was off and overflowed when tried to empty it. Complained to desk clerk at time of incident and after and was told "Oh, OK." The manager was not available and no effort was made to resolve our complaints. The next morning, I demanded to speak to the manager who had to be called at home. Never did talk to her and the offer was to take 5% off the bill.
Meanwhile, another patron was in the office asking for a plunger - again! Days Inn Guarantee posted on the wall is that EVERYTHING WORKS!! LIES!!! Called corporate and was PROMISED manager would call but since it is independently owned they could not help me. Never did hear from manager and will NEVER stay in a Days Inn again!
Room in general was old with cracking paint, old fixtures, musty and smelly. Furniture was peeling in both the room we were given and the room we were allowed to change in. Staff was foreign students with little or no training that were completely clueless. What kind of desk clerk when you complain just goes "oh, OK" and does NOTHING and offers NOTHING. Expresses NO concern at all?
MARION, NORTH CAROLINA -- Two girlfriends and myself spent 4 nights at this Days Inn & I do NOT recommend it at all. The room was comfortable enough but the manager was very RUDE and Disrespectful to all 3 of us ladies. Because that we were staying multiple nights we put out the Do Not Disturb placard to let them know that they did not need to clean the room, but when we asked for clean towels after we had used them 2x each, the manager was very rude & did not want to give us clean towels because we didn't let them clean the room.
We took care of our own trash but we had to provide our own trash bags (again because we didn't want the room cleaned they wouldn't give use any trash bags), we had to beg to get a couple of extra packets of coffee which he did give to us but very begrudgingly. The same went for the towels, we did get them but he had a fit that about it because we didn't want the room cleaned.
The Manager was just the most RUDE & Disrespectful person I have ever met & I will NEVER stay at any Days Inn or any of its affiliates ever again because of this one experience.