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Radisson Complaint - Reservations not honored
Complaint
On June 20th I booked two rooms at the Radisson Hotel in Manchester, NH for August 18th and received an e-mail confirmation of our reservation. After driving three hours to get to the ferry in Yarmouth, Nova Scotia, we were told that the ferry would be 1 hour late in departing. We finally reached Portland, ME at 9:30 pm and when I realized that going through customs would take at least a few yours, I promptly called the Radisson Hotel directly and explained to the desk clerk that we would not reach Manchester, NH until around 1:00 am and wanted to let them know this information so that we would not be treated as a "no show". The clerk informed me that she would note this on our reservations. We arrived at the Radisson at 1:20 am. We were totally exhausted and had our seven year old grandaughter with us who was extremely tired. When we arrived we were ignored until I asked the manager to get off the phone and assign us our rooms. It was then that the manager told that there was only 1 room available and would all four of us share the same room. We declined and she told us that the rooms were all booked and that she would send us to the Best Western Inn and to please hurry up and make a decision--it was either to share a room or go to the Best Western.
My granddaughter was falling asleep sitting in the stairs and I explained to the night manager that we were exhausted and had an early morning flight the following day. Fortunately, a young woman in the lobby said "That little girl is so tired, I have not used my room and will give up my room and stay with friends". The following morning, while I was waiting for my family in the lobby, I asked the same manager what time the breakfast buffet opened and she replied "The buffet is very expensive" I finally told the manager that I was not inquiring about the price and asked her if she told all the guests that the buffet was expensive, or did she reserve those comments for guests with Latino sounding names.
Her answer was "Oh no, not really" and promptly offered to get me a cup of coffee after I informed her that I did detect some form of racism and told her that I would write to the corporate office and file a complaint against her.
My granddaughter was falling asleep sitting in the stairs and I explained to the night manager that we were exhausted and had an early morning flight the following day. Fortunately, a young woman in the lobby said "That little girl is so tired, I have not used my room and will give up my room and stay with friends". The following morning, while I was waiting for my family in the lobby, I asked the same manager what time the breakfast buffet opened and she replied "The buffet is very expensive" I finally told the manager that I was not inquiring about the price and asked her if she told all the guests that the buffet was expensive, or did she reserve those comments for guests with Latino sounding names.
Her answer was "Oh no, not really" and promptly offered to get me a cup of coffee after I informed her that I did detect some form of racism and told her that I would write to the corporate office and file a complaint against her.
Comments:
Posted by yoke on 2007-08-19:
I felt bad for you until you pulled the race card.
Posted by amaniR on 2007-08-19:
Because it couldn't have anything to with race or how the manager perceived them? I would love to see the term "race card" eliminated totally - as much as folks hate to admit it racism does exist and people experience it. How come everytime somebody mentions it here they get jumped on...it really gets old. :P
It was really nice of that lady to give up her room..amazing how nice some people can be! Sorry the rest of your trip wasn't as nice.
It was really nice of that lady to give up her room..amazing how nice some people can be! Sorry the rest of your trip wasn't as nice.
Posted by GothicSmurf on 2007-08-19:
AmaniR-
Yes there is racisim, but there is also bad service with out. I see nothing here that shows that racism, save for the OP who pulled the race card on their own.
Unless the OP is leaving something out, the clerk~ however rude, didn't say you X race/racist name can't afford this.
Since I have been on this board only one complaint I have read was racist from the clerk/employee... Every other time I was assumed/ pulled by the OP.
Yes there is racisim, but there is also bad service with out. I see nothing here that shows that racism, save for the OP who pulled the race card on their own.
Unless the OP is leaving something out, the clerk~ however rude, didn't say you X race/racist name can't afford this.
Since I have been on this board only one complaint I have read was racist from the clerk/employee... Every other time I was assumed/ pulled by the OP.
Posted by amaniR on 2007-08-19:
Well see Gothic..it isn't up to you to decide what is racist and what isn't. The person who is there gets to decide...because this isn't "Was This Racism.com"
Posted by Leela on 2007-08-19:
Quote from the OP : "did she reserve those comments for guests with Latino sounding names."
I, for one, couldn't tell you if this is racist or, not. The fact that 'Latino sounding names'is brought into this complaint, is kinda suspect.
So is, "When we arrived we were ignored until I asked the manager to get off the phone and assign us our rooms."
That may not be racist, but, it certainly is 'self-centered', if that's the way it happened.
OP, please clarify. Because it sounded like you were upset about the ferry, upset about customs, then immediately upset you didn't get immediate acknowledgement at the hotel.
I'm with amaniR on this.
I, for one, couldn't tell you if this is racist or, not. The fact that 'Latino sounding names'is brought into this complaint, is kinda suspect.
So is, "When we arrived we were ignored until I asked the manager to get off the phone and assign us our rooms."
That may not be racist, but, it certainly is 'self-centered', if that's the way it happened.
OP, please clarify. Because it sounded like you were upset about the ferry, upset about customs, then immediately upset you didn't get immediate acknowledgement at the hotel.
I'm with amaniR on this.
Posted by dianec on 2007-08-20:
Terjoal, sorry to hear about your unfortunate travel experience. I really don't doubt your experience at all because things like this (rooms overbooked) happen all the time.
This happened to me, my husband and 2 children after traveling all day--with many other problems along the way. When we arrived at the hotel, we were told they were overbooked and they had a room for us at a hotel across the street. As it turned out, the room across the street was a suite--much more expensive than the room we had originally reserved. Our 2 kids were also tired (2 & 4), but the trip to the new hotel proved to be very worthwhile. Yes, we were tired and upset, but the hotel made up for it bigtime by giving us a huge upgrade. Reason for upgrade--it was the only room available in town. So, sometimes things can work out to your advantage. Judging from the Radisson's treatment of you, you probably would have been better off taking them up on their offer of a different hotel.
We travel a lot and have found that travel can be anything but smooth. Sometimes it is, but there are always things that can go wrong along the way. You just have to expect problems when you travel and if you don't have any, you'll appreciate it. If you do, try to be patient and work it out. It can sometimes work to your advantage. Luckily we have had many more good experiences with hotels than bad.
The hotel manager sounded like a pretty rude individual. Hotel manager's are there to diffuse situations--not make them worse. They always deal with exhausted travelers and most hotel employees are very understanding. Unfortunately, one bad apple can spoil the lot.
This happened to me, my husband and 2 children after traveling all day--with many other problems along the way. When we arrived at the hotel, we were told they were overbooked and they had a room for us at a hotel across the street. As it turned out, the room across the street was a suite--much more expensive than the room we had originally reserved. Our 2 kids were also tired (2 & 4), but the trip to the new hotel proved to be very worthwhile. Yes, we were tired and upset, but the hotel made up for it bigtime by giving us a huge upgrade. Reason for upgrade--it was the only room available in town. So, sometimes things can work out to your advantage. Judging from the Radisson's treatment of you, you probably would have been better off taking them up on their offer of a different hotel.
We travel a lot and have found that travel can be anything but smooth. Sometimes it is, but there are always things that can go wrong along the way. You just have to expect problems when you travel and if you don't have any, you'll appreciate it. If you do, try to be patient and work it out. It can sometimes work to your advantage. Luckily we have had many more good experiences with hotels than bad.
The hotel manager sounded like a pretty rude individual. Hotel manager's are there to diffuse situations--not make them worse. They always deal with exhausted travelers and most hotel employees are very understanding. Unfortunately, one bad apple can spoil the lot.
Posted by terjoal on 2007-10-18:
I called corporate office and reported the incident. The general manager called me immediately and told me that the reservation clerk had been terminated because this was the second time in her one month employment that she had told customers that she was a manager--but in fact was a night reservation clerk and this was also the second complaint the Radisson had received about her attitude. The Radisson credited my charge card for both rooms and sent us a gift certificate for a weekend stay at any Radisson we chose.
Terjoal
Terjoal
Posted by jktshff1 on 2007-10-22:
thanks for the update
Posted by MacOSXpert on 2009-10-29:
:) Happy ending.
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