Choice Hotels Complaint - visit to the Clarion Monterey,CA
MONTEREY, CALIFORNIA -- I recently stayed at the Clarion Hotel in Monterey, CA April 13 2002 for 3 nights. I have stayed in the Choice Hotel Chain before, and always received great service. One day after sightseeing for the day, we returned to the room, and were getting ready to enjoy a few snacks, when we noticed a plate that we had brought along was missing. I called down to the front desk, and the woman there said that they did not have a plate there. She called back again 30 minutes later and said it was there, but it was from room 111 and we were staying in room 201???
I went to the front desk and retrieved the plate, but expressed my dissatisfaction with the front desk clerk. She contacted the manager(Nella) on her cell phone. I explained what had happened, and what I wanted corrected. The manager said that she would give me a 10% discount on that nights rate. I was not happy. I explained even further that the plate should have never left the room, and that just because the employee was new, that was not an excuse. She then said I will give you a 20% discount on the rate. I continued to explain to her about the customer service skills she was using and that I have been working in the Hospitality Business for 20 years. All I was asking for was that nights room to be free. Nothing else. Finally she said that the only discount she would give to me was a 10% discount and nothing more. She said that I got my plate back, what more do you want.
To help keep me as a potential future customer, I would like the following:
I am very displeased with the way I was treated by Nella the manager. I would like a refund for the one night stay.
At the very least I would like a response from your company regarding this incident. Thank you for your time.