ComplaintsforSleep Inn and Suites
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Complaint Details
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Initial Complaint
01/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
We made a reservation at the Sleep ********* at the ************** on November 7, 2023. The reservation was for the night of February 13, ****. We have stayed at this hotel many times when we fly out of ******, mostly because they have an airport shuttle. I have been a ************ Gold member for decades. Today, January 20, I received an e-mail informing me that the management of this hotel has cancelled my reservation because they have a large group coming in. They gave me two options - they would "refund" my points or I could stay at a hotel much further from the airport which has no airport shuttle. Are you kidding me?? This is a HUGE inconvenience to us and a major disruption of our travel plans. Is this really how ************s wants to treat their very loyal customers? What kind of rate am I going to get less than three weeks before we travel? Having made these travel plans MONTHS AGO! why should I, YOUR CUSTOMER have to go through the hassle of now trying to find a hotel with an airport shuttle?I expect ************s to inform the management of the Sleep Inn that they will honor my reservation. e-mail below:From: *************************** <************************************>Sent: Saturday, January 20, **** 8:01:01 AM To: *********************** Subject: RESERVATION TRANSFER/CANCELLATION I am reaching out to you regarding your reservation you have with us 2.13.24. I apologize for any issues this may cause you as we have a big group in house that extended we have to honor their reservation per our ownership. We have two options, we are happy to offer you our sister property the Best Western Premier which is 13 minutes west from out hotel, and you all will be receiving 1 free night, with a refund with the reservation booked at the Sleep Inn with points. They do provide the same amenities EXCEPT for a shuttle. If you decline this request, we will gladly cancel your reservation with no penalty. *************************** Sleep Inn, Mainstay ****************** ******************************Business response
01/31/2024
Hello,
My name is ****** and I am the General Manager here at the Sleep Inn Mainstay. We are sadden that our offer at our sister property with a free night with your stay on the 13th including your points back to your membership was not sufficient for you. I did my best to accommodate you the way you requested as what my company is offering is what I implemented to you. We do understand the frustration this has caused you as this was not our intentions. We also understand that you would have to find transportation as we would want to send you additional points to your membership so you may receive gift cards for having to spend any transportation money. I was hopping to explain to you as you declined further communication with me. Everything that has been offered is still here for you if you'd like to accept as your reservation is not until the 13th. I hope this information helps.
Respectfully,
****** A
Sleep Inn Mainstay ******
Customer response
01/31/2024
Complaint: 21173632
I am rejecting this response because:You lied about the reasons for cancelling my reservation. You are still lying. I did NOT refuse to communicate with you further. I would have received my points back anyway once the reservation was cancelled. So no big generous offer on your part. You NEVER said anything about gift cards or providing airport transportation. So still lying. Whatever - that's on you my friend and your very sorry reflection on the "hospitality" industry and a very, very shabby way to treat a ************* long time member.
Sincerely,
*********************** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.