Embassy Complaint - Unsatisfied Customer - Hotel Stay

Hotel Stay - Complaint

Review by zqueen on 2009-04-24

DALLAS, TEXAS -- I recently booked a weekend for our 10 yr. anniversary at the Embassy Suites Dallas Hotel (North Dallas). The hotel included the sweetheart pckge. with our stay which included chocolates, wine, etc. When we got there late that evening the clerk at the front desk was not very helpful. We carried our luggage to our rm. but the door wouldn't open. We had to go back down to the desk to have the key fixed and went to the rm again but the door still wouldn't open. We went to the front desk a third time (carrying our luggage back and forth each time mind you). He had security go back w/ us again to open w/a master key and found the battery in the lock had died. They had to move us to another rm. & wasn't able to bring the wine, etc. to the new rm. Our whole night was ruined. I went to take a shower & there was hair all over the wash cloth that I grabbed to use. My hubby & I decided to go swimming but the pool was so murky it looked like they had filled it half with milk and there was big globs of hair that I had to fish out w/the net. Every time we would go to the front desk for something it would take several minutes to get their attention. There were other people there also complaining. There was only 1 clerk that tried to fix our problems but after I left I still wanted to call and make a formal complaint. I had also taken pictures of the pool, etc. The customer service dept. representative took the info and said she would be in touch.

All I got was an email a wk. later saying it looked like the hotel had called me and adjusted my bill for the inconvenience but no one had called. I called customer service back & the same lady that took my initial report answered my call. She wasn't very friendly & immediately got defensive. She said the hotel said they had called me & apologized. I asked to speak to a supervisor about the situation & she said I couldn't. I told her I would contact the hotel manager myself and hung up. For $120+/night I should get better service than this. I won't stay at Embassy Suites again.