Colony Inn, Buena Park, CA and Expedia.com Complaint - Colony Inn, Buena Park/Expedia.com - Terrible Service and Disgusting Rooms
We booked the 2 bedroom Family Suite, expecting we'd all have a little more privacy and comfort than squeezing into one room, based on the following description:
"3 queen beds. Access via exterior corridors. Separate sitting area. Cable television service. Premium television channel(s). HBO. Direct-dial phone. Free local calls. Voice mail. Refrigerator. Hair dryer. Complimentary toiletries. Iron/ironing board. Air conditioning. Window opens. Daily housekeeping."
Because we had bookde through a 3rd party website we sucked it up and checked in...big mistake.
For one thing, the only sign saying "Colony Inn" is a banner hung over the Super 8 sign on the street. All other signage around the property and inside the motel room, the television directory and folders for menus, etc., all say Super 8.
Parking was filled beyond capacity so the desk clerk had us park in an unmarked area by the pool. When we got to the door we found out light was burnt out and we had to use our cell phone to light up the door lock to get into the room.
When we finally got into the room and looked around we were surprised, and not pleasantly. I don't have a good enough imagination to make this stuff up.
There were 3 beds - two were in the main room and the third one was in a "bedroom" without a door and no air conditioning. The window in the "bedroom" had two cracked panes and another with a bullet sized hole in it. There's a 6 foot concrete privacy wall running behind the "Colony Inn" so the idea of cracked window panes and a hole through one of them didn't scream "safe" to any of us. The lack of AC was also an issue since it was hot and humid and we didn't want to touch the window that had cracked and broken panes. The AC in the main room had enough power to blow the curtain above it around but did not touch the heat in the room.
The "separate seating area" was comprised of small table and two chairs wedged between a dresser, the second bed in the main room and the back wall of our family suite. The fabric was coming off the chairs and looked dirty. When you need 3 beds...two chairs, one of them broken, isn't going to cut it. You also couldn't engage in a conversation with anyone wedged between the brokem dresser/TV and the wall.
The bedding on the two beds in the main room was gross...the blankets were ratty and had tears in them while the sheets were yellowed, not white. The dresser had broken drawers that you couldn't pull out.
The TV was bolted to the dresser and there weren't any premium channels offered. The "Free Wi-Fi" never worked.
Then we get into the bathroom where the refrigerator, microwave and coffee pot were located. Walking into the bathroom portion you had to step over a tack strip with exposed nails (hello, lockjaw) between the tiled portion. The sink area was worn but clean.
In the toilet/shower section of the bathroom there were black, greasy finger prints on the ceiling of the bathroom. The bathroom lighting fixture, covered in rust, had a burnt out light bulb which made it difficult to see in the shower. Also, there were only enough towels for two people - why only provide towels for two people when you are selling 3 beds/room for 6?
When I went into the Super 8 office a few hours later the desk agent took my key cards and found my paper work before asking "Did you have a good stay?" I replied, "I wouldn't say that." Before I could discuss our less than ideal experience we had he said, "You're all checked out" then walked away from the desk.
I contacted Expedia, the site that I booked the motel through, to complain about booking the Colony Inn only to be stuck at a Super 8 and because the room I paid for wasn't what I got. The agent said he would connect me with the Hotel Support Staff. I waited on hold for a 1/2 hour to be told by the agent that they had called the motel manager and his response was I had been given a renovated room...basically that I was lying about the experience but that he'd give me a $10 credit for my frustration. The Expedia agent then offered me a $50 coupon for my next Expedia.com booking. When I asked what their process was when the hotel information we made a booking on was incorrect he said they would investigate it.
As a disgusted, first time Expedia.com user I wanted to know why I would trust their website and reviews, the motel has a 3.7 out of 5 rating dating back a few years (which I assume was based on the previous property name and ownership) and try them again when they aren't actually doing anything to prevent this from happening again. I asked for a follow up call to let me know of the results of their investigation.
The agent couldn't guarantee me a follow up call. He offered up a supervisor to speak with. I agreed. Before he transferred me he informed me that by speaking with a supervisor I would no longer be eligible for the $50 coupon to use on Expedia. So because I asked a question he didn't have an answer for I wouldn't be given a coupn? That didn't make a lot of sense to me but I can't consider it a loss as I'll never use Expedia.com again.
After speaking with "Benj" the supervisor I was informed that their "investigation" was comprised of a call to the motel manager. The same motel manager who had supplied fraudulent information to them and who wants them to sell his rooms. Because the manager said I had been given a renovated room the investigation was closed. There's no verifying whether the property was a Super 8 or Colony Inn, no asking the manager to send pictures in just cased closed.
If that's renovated I'd hate to see what the non-renovated room conditions were like.
I cannot recommend Expedia's service or support staff - my complaint was that the motel was not as adevertised and I wanted to make sure nobody else paid Colony Inn rates for a Super 8 motel room. I never asked for a refund or credit...I asked how they verified hotel information and what they did when it wasn't true. Their response was to ask me how I wanted to be compensated - apparently a follow up call and implementing a process in place to verify that the property operators are being honest is too high a price of compensation.