Complaint Review: Phoenix Park Hotel

Dear Management:

There's a saying in marketing that if a person has a good experience, they will tell 3 people. If they have a bad experience they will 10 people.

Thanks to the Internet, I can now tell the entire world just how poorly you treat your guests. You may want to tell your reservations manager, Mohammed Amzil, how to treat guests properly.

I found your hotel on the Internet. This is what I found:

Daily Rate: (per room)
119.00 United States Dollars Room Description:
Superior Room 2 Doubles
Rate Description:
AAA Member Rate
Additional Information:
CANCEL DEADLINE: CANCEL 1 DAY PRIOR TO ARRIVAL.; GUARANTEE REQUIRED

I forwarded this to my travel agent and she made the reservations. When I got to your hotel, I found out she reserved a room with a Queen bed. I asked to be moved to a Superior Room with a 2 double beds. According to the above, same rate. No problem.

The problem began when Mohammed called my room and said that a room with a double bed was $20.00 extra. I explained that the price was $119.00 as listed on your website. I told him I had the email I sent to my agent with the rate cut and pasted froom YOUR site. He answer was, "You better bring it down"

So I got on line, found the email and walked my laptop to the front desk to show him. He said, "This is an email from you to your agent. You could have requested the Presidential Suite at this rate. I don't have to honor this rate"

In essence, he called me a liar, accusing me of making this up. When I said, "Why don't you check your own website?" he pointed me to his internal computer and said our rate shows $139.00. I asked him 3 times to check your website.

Finally, he walked to the back of the reservation desk to check your website. He left me waiting for 15 minutes at the front desk. When I asked, "how long does it take to look up a website" he said he was working on it and I should go back to my room and they would call me. I told him I would look it up myself and return.

So I went back to my room, logged on again and found your site in about 2 minutes. I showed him your site and the rate of $119.00.

Finally, a man came over, I think he may have been the manager. If I were to describe him, I would say he was about 5' 9" African American with a shaved head. He wore no name tag. He said he apologized and would honor the rate.

By the way, did I mention I was traveling in a group and had recommended this hotel to 4 other guests who were also staying here? For the record, you also screwed up my friend, Kurt Hanson's reservation. Charging him more than was quoted.

So I ask you, is how you treat your guests? Are you in the habit of harassing customers and accusing them of lying over $20.00? Do you think I will ever stay here again or recommend this hotel to others? Or do you think I will have my travel agent scratch this hotel from her list of recommended hotels and tell everyone I know how shabbily I was treated.

I'd like to know what you plan to do about Mohammed and how you plan on getting my business again.

Ron
Glen Rock, New Jersey