Radisson Complaint - Distressing Service at your Austin Hotel
AUSTIN, TEXAS -- Dear Customer Service Manager,
As a frequent user of your company, I feel obligated to share with you my experience. I'm writing to issue a complaint regarding the deplorable service that I received at your Radisson Hotel & Suites in Austin, Texas during the week of March 9th - March 14th of this year.
I had made my reservation so that I could attend the SXSW interactive conference with several hundred other professionals and was dismayed and utterly disappointed with the service that I recieved.
I understand that your company has a committment to 100% customer satisfaction and I'm afraid to say that my opinion of the Radisson hotels falls short of this.
The issues are as follows:
When checking in on March 9th, I had originally reserved a room with 2 queen size beds. When offered an opportunity to upgrade to a suite, I took it. Room 845.
Later that evening, when the other room guests opened up the pull out bed, we discovered that not only were the sheets on it unmade and dirty, but there were crumbs there. Additionally, the condition of the mattress was deplorable, leading to discomfort and distress by those guests who were forced to sleep on it.
When registering a complaint regarding it the following evening, the hotel manager on duty promptly resolved the issue by providing us with room keys for another room on the same floor, going back to the quad (2 queen beds) style room as was on my original reservation at a reduced room rate. Room 828.
When I asked if it was necessary to move immediately, the manager said that we could move in the morning. No problems. So I had keys to both rooms that evening. A few of the guests who were sharing a room with me had already moved into the other room that night which I was unaware of. We were disturbed at 4AM by the evening manager who threatened to charge us for both rooms that night.
The following morning, myself and the guests sharing a room with me had moved completely to the other room.
While heading out to the conference that evening, I stopped by the vending machine room and discovered that a member of your cleaning staff had my dress in her posession. I inquired where she had found it, presuming that perhaps it had been accidentally left in the room that we had moved from. She replied that she had found it in the trash. 'Room 845?' (The previous room where we had stayed & moved from.) 'No, room 828' That would be the room that we had moved into that morning. Of this I am confident, my dress was most certainly not in the trash.
Having had to rush to antoher meeting immediatley after discovering this, and extremely disturbed by the fact that my clothing was in the personal posession of the cleaning staff, I issued a complaint to the night manager that evening. He informed me that I would have to bring it up with the day manager. I had to ask twice for him to pass the message on to the day manager. Otherwise he was not particularly helpful.
When going up to my room that same evening, my room key had been deactivated. New keys were promptly brought up to the room however at this point, my patience had begun to wear thin.
The following morning I went to the front desk to make a complaint regarding my stolen clothing & additionally the fact that another item, a personal white towel with purple logo of one of the other room guests with me was missing. This day manager, different from the one I had originally spoken with regarding crumbs in my bed, told me in no uncertain terms 'Well, gee, it sounds like you have a lot of complaints regarding our hotel, perhaps we could recommend another hotel that can serve your needs better.'
I don't want to move to another hotel. I just want service and a committment to make things right during the rest of my stay. I did not recieve, at the least, an apology regarding the mixup. This response in addition to the condescension that he showed me regarding my missing/stolen clothing utterly infuriated me. I would have expected, at the least, a clear attempt to resolve the situation. Identify who cleaned my room? Investigate why my clothing was in her possession as opposed to the 'trash' if it were truly in the trash bin or in lost & found? I was given no guarantee regarding this and was 'dismissed'.
Finally, upon check out, I discovered that I was being billed for the full price of the first night's room and not the discounted rate that was supposed to apply for all nights following the bedcrumb & bedsheets debacle. When pointing out this error, I am again treated with condescension and as an annoyance by the desk staff.
I was able to correct the billing on the spot but to say the least, I was displeased by the entire experience.
I am unsure as to why I recieved such consistantly deplorable service. Perhaps it was because I appear younger than my professional status as a high tech manager or because of my ethnicity. Regardless, either explanation is a poor excuse for poor service.
To help keep me as a potential future customer, I would like the following:
I would like a refund on my stay at the Radisson Hotel & Suites ($570.25) or a voucher for free hotel stays in the future as recompense for my frustration with my most recent experience there.
In the meantime I plan on contacting the organizers of the SXSW conference and several other professional collegues that I have that coordinate business events and conferences within Austin regarding the less than satisfactory service levels at the Raddison.
I look forward to a response and resolution regarding this complaint. At the very least I would like a response from your company regarding this incident.