Heathman Hotel Informative - What has happened to good service?
PORTLAND, OREGON -- I was to stay at this hotel for the weekend but I had a very bad experience here and decided not to finish my stay there. The hotel was not at all as represented by Expedia or by the website where they advertise. The hotel has still not contacted me although I have left messages with several of the staff. At the time, I addressed my complaints to the manager on duty but he was rude and indifferent to my concerns.
My stay there was the most disappointing experience I have had in a hotel. On my birthday, my friend called to have room service send
goodies from the menu to my room as a birthday surprise and was told that she should not have waited until the last minute, that the hotel was understaffed,and no one had time to take her order. This from a hotel which advertises 24 hour room service!
During our stay we found that the television in the room had no sound for random
and long intervals. In addition, the sink in the bathroom had a leak that
puddled onto the floor. The alarm clock had remained set for a 4:00 wake up call
from the previous guest and I was up at 4 AM figuring out how to shut off the
thing. The hallway on our floor smelled as if there were a gas leak.
This is a 4 star hotel! When I told the manager about the problems in the room,
he could not have been more dismissive and indifferent. He suggested that we go
out for a while later that day so someone could come upstairs and have a "look"
at the TV. He repeated several times, "Well, you did book through Expedia" as if to say I
should not expect better service since I had used that convenience.
We decided to go to another hotel for the second night after such poor service and the manager refused to credit the 2nd night to my account, saying that, since I had booked through Expedia, I should get my money back from them, that there was nothing the hotel could do. He was unbelievably rude and never apologized at all for the things that had gone wrong during our stay. When I called Expedia, they said the hotel was absolutely responsible for removing the charge and addressing my complaints. The Expedia representative called the Heathman and the same manager was not only rude but hung up on her!
The entire experience has been unbelievable from a hospitality standpoint. I cannot imagine treating guests in such a manner. The hotel was a huge
disappointment but the callous indifference of the manager was even more shocking and indefensible in an hotelier.