Days Inn Complaint - Disgusted And Then Insulted...
ORLANDO, FLORIDA -- Service Issues:
Carpet by the front door was soaking wet, Bathroom light was not functioning, the tub in the bathroom was not clean, bed was not made fully and was dirty, garbage and personal products on the floor (womens used hair tie), candy wrappers on the floor, phone inside room barely functional, very very loud noises from pool area until well after 11pm (pool closes at 10 per posted signs), loud party from room below us well after 11pm (open drinking, music and general disorderly conduct), front desk staff was extremely rude and unhelpful, the keys for the doors did not work when you exited the room (I noticed about 10 people who also had the same issues with their keys). I have pictures and video to show all of this information.
The pictures online showing the rooms, front lobby and other areas are less than similar than the real product. The building did not look to be in shape at all, not too mention the less than secure parking lot with people who were not guests of the hotel coming through the parking lot and through the common area.
My fiancee planned this hotel stay as a part of my birthday weekend. When we arrived at the hotel and we entered the room there was garbage and advertising papers everywhere on the floor. When we began to look at the room we noticed the rooms, "less than clean" appearance. I immediately took pictures and called the front desk to inform them of the rooms appearance. My conversation centered around the rooms appearance and with the noise level (also noted above). I was assured that security would promptly remove everyone from the pool area, the "prompt" removal took about 45 minutes and even that did not stop the party downstairs. We checked out after being at the hotel for approximately one hour and about twenty minutes or so. When I checked out I asked for a refund on the room because of the circumstances and I was informed I would have to call back on Sunday to speak to XXXX, the assistant manager because no one on staff at that time could secure another room based on the hotels occupancy level or give us a refund.
I called back on Sunday and I spoke to XXXX. Our conversation was less thn pleasant or professional as she argued with me back and forth on what happened and mentioned they had sent someone to out room to take care of the rooms "problems". I asked XXXX to provide me with the time, specific problems the maintenance person went to service and his/her name- she could not provide me with a record of any of the above (I have since spoken to the General Manager and he could not provide this information either.) XXXX explained that if I wanted a refund I would need to call back on Monday.
Today (Monday, July 28) I spoke to Mr. XXX (I may not have the correct spelling of his last name). Our first conversation was very pleasant and he expressed his concern over what had happened and asked to cal me back so that he could conduct an investigation. When I spoke to Mr. XXX approximately 2 hours later he said that the only amount he could offer me was $20. He explained that this was the most he could do. I advised him that I was not asking for even a complete refund based on the fact that we were in the room for one hour plus but for a pro rated amount.
I figure at least a pro rated amount based on the time we occupied the room would be more around $50 based on the check in time of 3pm and the check out time of 11am. We checked into our room at 9:37 pm and I checked us out of our room at 10:48 pm. I feel that asking for $50 back is fair business practice especially since we had to drive to Davenport (Hwy 27 - Quality Inn) and did not find another hotel until 1am.
I will never stay at another Days Inn or any Wyndym owned hotel again! Seriously, in today's competitive market can you afford to lose one customer, much less have that customer tell his circle of influence (which mine happens to be a lot) about his experience? Over $50!