ORLANDO, FLORIDA -- Service Issues: Carpet by the front door was soaking wet, Bathroom light was not functioning, the tub in the bathroom was not clean, bed was not made fully and was dirty, garbage and personal products on the floor (women's used hair tie), candy wrappers on the floor, phone inside room barely functional, very very loud noises from pool area until well after 11 pm (pool closes at 10 per posted signs).
Loud party from room below us well after 11 pm (open drinking, music and general disorderly conduct), front desk staff was extremely rude and unhelpful, the keys for the doors did not work when you exited the room (I noticed about 10 people who also had the same issues with their keys). I have pictures and video to show all of this information.
Advertising Issues: The pictures online showing the rooms, front lobby and other areas are less than similar than the real product. The building did not look to be in shape at all, not to mention the less than secure parking lot with people who were not guests of the hotel coming through the parking lot and through the common area. My fiancee planned this hotel stay as a part of my birthday weekend. When we arrived at the hotel and we entered the room there was garbage and advertising papers everywhere on the floor. When we began to look at the room we noticed the rooms, "less than clean" appearance.
I immediately took pictures and called the front desk to inform them of the room's appearance. My conversation centered around the room's appearance and with the noise level (also noted above). I was assured that security would promptly remove everyone from the pool area, the "prompt" removal took about 45 minutes and even that did not stop the party downstairs.
We checked out after being at the hotel for approximately one hour and about twenty minutes or so. When I checked out I asked for a refund on the room because of the circumstances and I was informed I would have to call back on Sunday to speak to **, the assistant manager because no one on staff at that time could secure another room based on the hotel's occupancy level or give us a refund.
I called back on Sunday and I spoke to **. Our conversation was less than pleasant or professional as she argued with me back and forth on what happened and mentioned they had sent someone to our room to take care of the room's "problems". I asked ** to provide me with the time, specific problems the maintenance person went to service and his/her name- she could not provide me with a record of any of the above (I have since spoken to the General Manager and he could not provide this information either.) ** explained that if I wanted a refund I would need to call back on Monday.
Today (Monday, July 28) I spoke to Mr. ** (I may not have the correct spelling of his last name). Our first conversation was very pleasant and he expressed his concern over what had happened and asked to call me back so that he could conduct an investigation. When I spoke to Mr. ** approximately 2 hours later he said that the only amount he could offer me was $20. He explained that this was the most he could do. I advised him that I was not asking for even a complete refund based on the fact that we were in the room for one hour plus but for a prorated amount.
I figure at least a prorated amount based on the time we occupied the room would be more around $50 based on the check in time of 3 pm and the check out time of 11 am. We checked into our room at 9:37 pm and I checked us out of our room at 10:48 pm. I feel that asking for $50 back is fair business practice especially since we had to drive to Davenport (Hwy 27 - Quality Inn) and did not find another hotel until 1 am.
I will never stay at another Days Inn or any Wyndham owned hotel again! Seriously, in today's competitive market can you afford to lose one customer, much less have that customer tell his circle of influence (which mine happens to be a lot) about his experience? Over $50!
LIMA, OHIO -- We stayed in the Days Inn in Lima, OH for one night. We were there to go to our daughter's graduation from college. There was a monster truck meeting in town. Many of these truckers stayed at the same Days Inn...unfortunately for us...we were not aware of this until we were in the hotel.
That night there was loud partying, shouting, beating on doors (including ours). There were open containers of alcohol all over the place during the night. This lasted until at least 5:00 A.M. I was going to ask the front desk to do something about the noise but our room phone did not work when we tried it. The commode quit working during the night...but no phone to call the front desk.
On check-out my husband told the desk clerk we would like a discount because we got no sleep, the phone and toilet didn't work. The clerk said he could not reduce the price. He said it was not their fault that the place was so noisy and loud that night. My husband told him that yes he is responsible because it is the private property of Days Inn. The clerk said, "No, we cannot do anything about stuff like that." He then said, "We called the police for you last night." My husband told him it was not for us. My husband told him that he wanted to talk to the manager. They reply, "He is out of the county."
This clerk was in no way helpful or apologetic. My husband told him that if he wasn't willing to help us, we would take care of it in other ways. So we are listing this on the reviews, contacting AAA (yes they are a AAA hotel) and some other contacting we will do. The computer that was provided in the lobby with "high-speed internet" was one of the slowest I have ever seen. When it was time to log off it seemed it was not going to work and it took forever to get logged out.
At breakfast we found out that our relatives in another room had called the front desk that night and complained about the noise. On their third call to the front desk they told the clerk to call and get the sheriff out there or they were going to make the call. They said the clerk said, "No, no...we will call the sheriff." When the police arrived they went to my relatives' room, knocked on their door and when they answered the door...the cops wanted to know what they wanted. The cops had to walk right through all the loud partying and open alcohol. The cops really were NO help.
When my relatives checked out of their room another customer was in front of them in line and complaining about the same thing. The clerk gave them a business card of whom to contact and make their complaints. When he did this, my brother-in-law said "You might as well go ahead and give us one too."
The cops told my relatives that "It is like this every year." Well, they should have told me when I called them that there was going to be all these people who would be allowed to party and drink in the parking lots all night. I would have never made reservations. The rooms were not even close to nice. The bed was so worn out I would guess it wore out 10 years before. I WOULD NEVER RECOMMEND ANYONE STAY AT THIS MOTEL.
LANCASTER, PENNSYLVANIA -- This is a copy of a letter I wrote to our bank disputing a charge from this hotel. I called and wrote the hotel manager and he has NEVER responded and to this day has not refunded my $$. I called the hotel NUMEROUS times and left messages and NEVER received a call back from him. I am a professional Travel Agent and have not ever experienced such POOR management in ANY form! Please BEWARE as I found the staff to be totally incompetent and rude.
We are writing in dispute of a charge that posted to our company credit card on July 3, 2007. The charge originated from The Lancaster Days Inn located in Lancaster PA. The person we had been working with is Bibi, the Assistant Manager.
On Monday morning, July 2, Michele ** (an agent in our office) contacted the Days Inn to request an extension on our Group Deposit. Bibi told her that she would hold the group until Thursday if she faxed over a copy of the Group contract and the credit card information we would be using and that she would not charge anything until Thursday, July 5. Michele faxed over the information that morning. Early that afternoon the group cancelled their plans. Michele proceeded to call the hotel and spoke with Solomon who advised her that Bibi had left for the day and that she did not have voicemail to leave a message.
On Tuesday morning, July 3, Michele called once again and was told that Bibi was on the property but unable to come to the phone to please call back. When Michele called back she was told that Bibi had left for the day and would not be returning until Thursday. At that time Michele asked that Solomon take a message that it was URGENT that Bibi contact her and that the group reservation needed to be cancelled immediately to avoid charges on the credit card. Solomon told Michele that he could not touch group reservations but he would be sure that Bibi got the message.
On Thursday morning, July 5, still having NO word from The Days Inn, Michele once again called the hotel and spoke with Bibi. She told Michele she had received the message to cancel the group and had done so. At that time, she did not say anything about credit card charges. Later that afternoon, Connie ** (owner) noted that a charge of $800.90 had posted to our credit card on July 3. This was Not what Bibi had agreed to and immediately Michele phoned the property and was told Bibi had left for the day. She left a message for either Bibi to return her call.
On Friday morning, July 6, Michele called the hotel and spoke with Brigitte who told her Bibi had someone in her office. Michele left an Urgent message for Bibi to phone her back and Brigitte told her it would be about ½ an hour. Michele's call was not returned and she called again about 45 minutes later to find that Bibi had left the property again. Michele left a message then for Bibi to return her call.
Later that morning Bibi called and spoke with Michele. Michele told her that she had not been authorized to charge the card on Monday and that she had promised she would allow us to hold it until Thursday. She told Michele that the charge was not processed and that she was not in charge of credit card charging that was Brigitte's area. Michele reminded her of our agreement and she told her that unfortunately that as long as she had the contract that did not matter. Michele again asked to speak to Jay ** the General Manager and was told he was not in and that there was no way to reach him. Michele left a message for Jay ** to return her call.
In light of all that transpired and the reluctance of the Hotel to honor their word, Connie called Wells Fargo and disputed the charges to the card. On Monday morning, July 9, Michele called once again and left another message for Jay ** to call and has continued to do so every day. To this date, no message has ever been returned. She called Days Inn Corporation and filed a formal complaint against the property with Lauren. The complaint number is **. She was told the hotel has 7 days for upper management to respond.
ALBUQUERQUE, NEW MEXICO -- I wish to report an alarming incident that happened at the Days Inn Hotel Circle in Albuquerque, NM. I checked in on November 17, 2007 at 2:14 pm and paid for one night with my VISA. The day clerk listed here was not on duty. I left to spend the day with my daughter. When I returned at about 2:00 am I decided I needed to stay another night. I went into the lobby and asked if the same room was available for another night. When I offered my credit card again, the night clerk asked if it was the same card. Since it was, he assured me he did not need to run it again.
After a nap, I went about my business and returned to my room late that night. I had forgotten to have the card re-keyed, so the night clerk took care of that for me. The next morning at 7:00 am, the day clerk phoned me. He was very irate and stated that my card had been declined and to come to the lobby immediately to take care of it. I went into the lobby and logged onto my credit union. The card showed I owed less than $250. My credit limit is $10,000. There was nothing wrong with my card.
I approached the front desk, identified myself and offered my credit card. He took it and then began yelling that he had run the card four times and it had been declined. Until this moment, he did not access to my card. It was my feeling that he had simply typed the incorrect numbers from yesterday's transaction. He yelled that it was my responsibility to take care of the bill and that because I had not paid for the previous night I had broken the law by breaking in and he would call the police and have me arrested. I was not allowed to speak. Whenever I tried to speak, he would thrust his palm at me. He is significantly taller than me and I was taken by surprise at this attack.
The day clerk repeated the threats and shook his finger at me repeatedly while yelling. I was frightened very badly. I have never had my card declined. There is nothing wrong with my card. He refused to run my card and handed it back. I was extremely frightened by his violent temper and threats. There was no reasoning with him. He said to call my credit card company. I stated that the credit union would not be open until 9:00; it was now 7:10. He yelled that I needed to take care of the bill right now. He kept yelling the threats and yelling “What is your problem?” Several times he approached me in a threatening manner and shook his finger in my face. I was frightened very badly and only wanted to escape to a safe place.
I left the lobby and tried to get back to my room, 102. The door had not closed completely, so I ran in and locked it. He banged on the door, threatening to call the police because I had broken into the room. I called my daughter. My hands were shaking so badly, I had to dial the number three times before I input the correct number. I heard him pacing back and forth outside the room. He tore off the window screen, probably trying to get in. I heard him on the phone calling the police, still yelling at me that I was going to be arrested.
When I completed the call to my daughter, I opened the door. He grabbed all of my luggage and my purse and ran out, yelling that they were going to the dumpster. One of the maintenance people helped me gather the rest of my belongings and I went to the lobby. The day clerk kept yelling that the police were on their way and that I would be arrested for breaking into the room. It was very embarrassing to sit in the lobby in my pajamas. I had not showered because it felt the situation would be resolved immediately. The items that were not taken to the dumpster, such as yesterday's laundry, were piled on the table.
Other guests were getting their breakfast. It struck me that the maintenance man who helped was very calm and knew immediately what he needed to do. Later, when I was at my daughter's house, we conjectured that this might not be the first time he has treated a customer like this. When I stayed in July, he was not the day clerk; I assumed there has been a change in management. I was still shaking very badly when the two police officers arrived. The law regarding the situation was relayed to me. I told a short version of what happened. The officer explained to me that the clerk had no right to remove my belongings and said he would talk to him.
My daughter showed up a few minutes later and put the second day's stay on her credit card. My luggage and purse were retrieved from the back room and returned to me. The police officer suggested I check to make sure the contents were intact. Since I had my wallet in my pajamas pocket, there was nothing of real value left in the purse; I checked my purse. Nothing was missing. My daughter and I left; the police officers remained in the lobby. The check out is listed as November 19, 2007, 7:48 am. The police did not create an incident report.
At 9:00 am, I called my credit union. They checked the hits against my card from Days Inn. The approval and charge for the first day were there. There was no hit for the second day on their system. The VISA network was checked. There were no hits for the second day. If there was a declination, it would have shown up as a request for approval and a decline. I called my credit union Wednesday morning from my home in Phoenix. There were two requests for approval and two denials. ** at my credit union explained that the two denials were because the system was down for routine maintenance.
This entire incident would have been avoided if he had run my credit card Tuesday morning. I am contacting my lawyer about filing a civil suit for harassment and threatening behavior, as well as for unlawfully confiscating my belongings. I expect you will be conducting an internal investigation. Do not use my name as I fear retaliation. I do expect to be contacted about this incident within 7 days. I no longer wish to be a trips rewards member if this reflects the caliber of personnel you employ. I also intend to share my experience.
ASHLAND, VIRGINIA -- I am writing to you in regards to the hotel stay that prompted me to choose your establishment on the dates of July 26th through July 29th of this year. My stay at the "Days Inn Ashland" was anything but relaxing and enjoyable. When I saw the form next to the TV that said, "So, what do you think?" my first reaction was to write to you.
I do not even know where to start because my whole experience was horrifying. For starters, I think that you should update your photos on the website as they do not remotely resemble the actual place. The outside picture of the hotel does not show the shopping carts, homeless people and trash that greeted me as I stepped out of my car. Then when I went inside the lobby to check in, they did not even have my reservation. My sister booked the room a few months back, one room for me and one for her and her husband. When I went to check in, they had me under Mr. Sarah Eaton.
For starters, Julie is a female, and her last name is **. When she went to check in the next night, they told her that they did not have anyone by that name, but said that they had a **, but he has already checked in. Then they said, "Would you like an additional key to that room?" Not even knowing these people, they could have been looking to rob or kill me. It is nice to know that they just willy nilly hand out information like that. Well the list goes on and on. In fact I am not going to bore you with paragraph explanations, so I think that I will just bullet the most important facts:
Upon arrival to my room, the door was left ajar without my knowing if anyone was already in there.
The doorjamb ended up being broken, so you would literally have to slam the door closed.
Homeless people were filling up bags of ice from the ice maker in the hall.
People were smoking "pot" in the hallways.
Large groups of people congregated in the parking lot well after midnight yelling and drinking.
Vomit from a person over the balcony and down the stairwell when I arrived the day of and remained there until I checked out.
Ice maker was not working or was empty and had to go to the lower level top get ice. Homeless probably cleaned it out of ice.
The snack machine was broken with nothing to purchase.
The rugs in the balconies were dirty and stained. There were cigarette butts and empty beer cans everyplace.
When housekeeping came around, they asked if the room needed to be cleaned in a language I could not translate. I said I have no idea what they meant, and needless to say, my room did not get cleaned.
The "Daybreak Morning Breakfast" was anything but breakfast. They had a guard at the door so that you could not leave with any food. Not to mention, the cream cheese was over its due date and the place was filthy.
CHATTANOOGA, TENNESSEE -- I am writing to you to share my most recent and my last experience with Days Inn. I went online to trip rewards as I usually do to book. I booked six rooms at the AARP rate. I went to submit and accidentally hit the prepay button. I admit that is not what I wanted to do, as my family was each going to pay for their own room. I immediately called the hotel; Days Inn at 20tha and Market in Chattanooga, TN, and was informed that I could pay cash for each room upon check in. However I was bound to all six rooms and if I did not use them they would be billed to my American Express card, of which I said was fine.
Upon arrival to the hotel, we were greeted by a very unprofessional and unfriendly desk agent. After several times of being interrupted by the phone, we went to check in. She informed me that the rooms were already prepaid to my credit card. I tried to explain to her that I was told we could pay cash for the rooms and that there were no charges on my card. She again and again and again referred to the agreement of when I booked the rooms. I tried again to explain to her that I was told we could pay cash for the rooms and that my card had not been charged. I have always paid cash and could not understand why she would not take cash.
I then explained to her that I would call Days Inn customer service and American Express. American Express said there were no charges or authorizations. I talked to a Days Inn representative at customer service. He contacted the hotel and then came back on the line to tell me that I had been rude to the agent and stormed out of the hotel. I was with my family and they can vouch that was not true. I was made to feel the victim by your Days Inn representative who told me to cool down and perhaps have a family member get our rooms. We went to lunch and then returned to the hotel.
The same agent said that she had checked us out of the rooms and that she would have to see if there were any. She then said that she would prefer that we leave and go elsewhere. I told her that event thought the hotel was disgusting in look and no pool open, we wanted out rooms. She once again said NO, go somewhere else. Upon calling Carrie at the president's office, she took the complaint and expressed that there was little she could do. I talked to the general manager at the hotel as well as the owner and to be frank, they didn't give a damn.
We lost money for the catering we had for the next day, as all my family had to drive back home, as the rooms in Chattanooga were all booked in other hotels. This is the worst experience I have ever had at any hotel brand. I intend to post this message story everywhere I can on the internet to warn people to stay away from Days Inn hotels. Had this been a Hilton property, I can assure you this would never have happened like this. As far as I am concerned as well as well over 100 people that I have talked to so far, we would rather sleep in a park than ever stay at another Days Inn again.
COLLEGE PARK, GEORGIA -- My husband and I recently stayed at the Days Inn Atlanta-Airport West in College Park, GA. I made the reservation in advance and informed them we would be arriving around 9 PM. When we arrived, there were no signs directing us to the motel... the restaurant that was mentioned in the booklet was closed so there were no landmarks. Okay, I can understand that...but when we went to check in, the night receptionist informed me that I would have to remain outside the small window as she was alone and was afraid to let anyone in. Finally, because the window was partially blocked, she asked me to come to an adjoining room for admittance. She then informed me that, because there were still so many refugees from Katrina PLUS the fact that it was a full moon, she was in fear and had to be selective as to whom she admitted. We asked for a room that was hanidcapped accessible. When we arrived at the room (after having to roam the premises to find the room, which was on a level overlooking the pool with no access other than walking to either end of the long corridor) we found the room to be absent of a remote for the tv. We called the front desk to ask for one and were told there were non available- that apparently it had been stolen by the previous tenants. I then asked if we could be given another room and was told there were none available (even though there were only ours and two other vehicles in the parking area). Okay, so we would have to live without a remote. then... we checked the room. There was no light in the bathroom. The towel rack was gone. There were no washcloths or toilet tissue. The heating unit did not work and it was cold! The room itself was filthy...it smelled like dog pee. Spots all over the carpet plus the bedding. I had to go to the car to get a blanket to lie on. It was, by then, 11 PM so we had no choice but to spend the night (if you have ever arrived in Atlanta area at night, you will understand why) When we arrived home, I called the corporate office to let them know the condition of this motel. They, in turn, sent a letter to let me know the matter had been reported to the general manager (OF THE SAME MOTEL!) I received a form letter from this lady who apologized for our experience and sent a $25 gift certificate towards our next stay at any Days Inn. She also left her number if I would like to speak with her. I called the number and she was not available so I left my number. She did not return my call. I called back on two different occasions and never heard from her. What I wanted to tell her was that I appreciated the gift but that my main concern was that something be done about the condition of her motel. This was like leaving one of their surveys at the front desk... if you have a complaint, it is put in file thirteen....OR like putting the wolf in charge of the sheep! To begin with, if she was any kind of a manager, this motel would NEVER have gotten in this condition! Now, I've stayed in some pretty rough places out of neccessity in my life but this was, without a doubt, the MOST horrible experience I have ever had!! We have had wonderful experiences at other Days Inn motels (which I have also reported as such) but if this is any indication of how Days Inn Corporate Office handles complaints, I promise to take my business elsewhere- ANYWHERE except for Days Inn!!
ASHEVILLE, NORTH CAROLINA -- We live in the mountains. My husband had an early morning appointment at the VA hospital. Instead of traveling dangerous curvy roads in the AM morning hours in the darkness, we decided to leave the day before and stay at Days Inn which we have done in the past. They are only 5 minutes away from the VA. They would not give us a room because we live within 100 miles. Their loss and Days Inn no matter where is now off our list. We stayed at a Holiday Inn and staff was great.
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 traveled 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.