Complaint Review: DMC Hotels - Frisco Texas

REVIEW UPDATE December 18, 2018 : Dhillon Management remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Dhillon Management is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.

To date, Dhillon Management has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.

Over time and since becoming a member, Dhillon Management has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Dhillon Management remains committed to improving customer satisfaction.

Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.

Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!

*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at [email protected]

Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to DMC for its commitment to excellence in customer service.

Ripoff Report’s discussions with DMC have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. DMC listens carefully to all concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

DMC’s owner, Mr. Jagmohan Dhillon, has informed us that his personal philosophy is that his guests are a precious resource. As a successful hotel owner and manager, Mr. Dhillon believes it is essential to listen to each of his guests and use their feedback as training tools to make the properties the best out there. By adhering to the philosophy of the guest is always right, Mr. Dhillon hopes to maintain Dhillon Management Company as a successful enterprise both now and for many years to come.

Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

The information provided in this report is based on comments made by Jag Dhillon and his staff in an interview held by a third party verification company with no biases toward Dhillon Management Company (DMC Hotels).

DMC Hotels provides hospitality services to hotels they own such as a Holiday Inn, Holiday Inn Express, Hampton Inn and Best Western. Their services include employee management and billing/invoicing. The company’s vision is to have a prosperous relationship with their customers and create a positive atmosphere for employees. Jag Dhillon (CEO of DMC Hotels) stated, “We want our employees to move up within the organization and feel empowered to make decisions. Our basic business model begins with our employees because if we take care of them, they will take care of our guests and we want our guests to return to our hotel each and every time.” The company feels they are set apart because their properties are newer with “good brands.” Additionally, they feel they are diverse and provide the best customer service.

"Mr. Dhillon further states, “We take employees under our wings and train people that possess superb skills and want to learn about hospitality. We are hands on with employees and encourage them. We recommend employees for future advancement and encourage them to seek out their dreams and passions.”

When working with DMC Hotels, customers should expect professional hotel industry personnel behind the front desk that will greet them, remember the guests by their first and last names when they check in and out of the hotel. Additionally, DMC states that employees should go the extra mile to please guests during their stay. The company tries to be proactive in serving customers and works to see problems through to the end. Jag Dhillon stated, “We teach our General Managers to be accountable and to stay within budget, labor control, and HR responsibilities. We provide more training and development with employees. That is why we developed the once a month meeting. Also, within the next 30 days we will roll a project, which means we will switch places with the hotel management and experience firsthand what they go through in a daily basis while the General Mangers work in the corporate office. The employees appreciate more when you work beside them. That way we create the respect factor between both leaderships.”

Internally, the company has monthly meetings with their Chief Financial Officer and the Chief Executive Officer to discuss the budget, set goals, review trends and create marketing strategies. DMC Hotels sets the financial expectations before presenting to the General Managers. Additionally, the company performs quality visits to review the guest service, talk with the team members, get guests feedback, and focus attention in financial concerns.

DMC Hotels works to safeguard the financial stability of the hotels by enforcing their policies of who is managing the hotels. Mr. Dhillon stated, “We hire experienced managers, we have monthly meetings to monitor and update them with the new policies and procedures. We let the managers know about the budget that was set in place and make sure the standards are met. We have remote access to all the management systems which safeguards the financial balances as another policy the controller put in place. We reach out the Regional Service Managers at least every two weeks. As long as the standards are met and we stay competitive in the market we are safeguard.”

" Mr. Dhillon further states, “If anything truly defines DMC Hotels, it is the value we attach to lasting memories with our employees and our guest.”

The company has receives common complaints about rooms not being clean, the front desk personnel not greeting customers, and customers did not like the breakfast. To address these issues the company offers discounts, free stay certificates or discount on current stay. The company stated, “We do not want our guests to escalate the complaint to the brand because then our General Manager is not doing well their job. We do not want the guest to walk away because by then we have lost their business. We ensure the management is in the breakfast area to greet and service our guest. When we receive a complaint, we sit with our Human Resource to discuss the issue and find out why the manager was not present to take care of it.”

The company stated further that they do a guest recovery log and maintenance request log. They use this to prevent future mistakes from happening. When there is a maintenance recovery issue, the room is put out of service. Additionally, to be proactive in the guest’s satisfaction, the guest services department will call the guest within 15 minutes of check in to ensure the room is comfortable and offer additional assistance.

DMC discussed the complaints on Ripoff Report where a customer felt DMC was deliberately negligent in fiscal responsibilities of running their hotel when the hotel was forced into bankruptcy. Jag Dhillon stated, “The economy went bad in the last three to four years and forced to bankruptcy. We do not own any hotels, we manage hotels. The company that bought the company who went bankrupt offered DMC a contract to manage the hotels.”

Mr. Dhillon stated, “We train our employees to do whatever it takes to make a client happy. Once we had a bus of people staying at one of our hotels. They requested more rollout beds; the hotel did not have more. The General Manager took the initiative to call other hotels nearby and bring as many needed to please the guests. At corporate level we are monitoring all complaints the guests are submitting to ensure they are resolved. We learn from mistakes and move forward. We share with other properties the scenarios to prevent that situation from happening in the future.” The company mentioned that it is important to know there is an issue and how they can remedy the situation. DMC Hotels is proud to be a part of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program and state they will do anything to fix ongoing problems.

Dhillon Management LLC / Statements from the staff.

DMC’s hotel staff have expressed that they can certainly see the changes for the positive in the company as a whole and are excited to be a part of these changes and grow from within.

”Dana Byrd, the new Director of Human Resources states, “When coming into the company I always do my research and I was well aware of the comments online about Dhillon Management Company as well as the past and present staff. However, after speaking to Mr. Dhillon and other staff members I see that everyone makes mistakes but I can definitely respect a company who acknowledges those mistakes and takes corrective action to ensure these mistakes are not repeated. This is why I am here. To make sure the ethics of the company are intact and followed. Mr. Dhillon wants to create a company and team that anyone feels confident to be a part of.

I worked for DMC hotels over four years. Times were very tough when I joined the company; despite the economy failure, DMC Hotel management did their best to keep the business open and avoid layoffs. My co-workers and I are very satisfied to be part of a company who has given us job security over years. I feel, there is a strong future growth for DMC Hotels."

DMC recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Rip-off Report’s Investigation DMC has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our investigation, which included discussions with Mr. Dhillon and many of his past and current associates, Ripoff Report is convinced that DMC is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer ..

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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