Days Inn, Glendive Montana - Left Out in the Rain - Literally!
Hotels - Complaint
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.