Absolutely can't believe the poor management at this location. As a platinum member for nearly 15 years, I've seen a lot of choice hotels. Never seen worse management. Last week we stayed one night, and I could complain about the propped open doors, unfriendly desk staff, poor food, but what matters most in the manager. My daughter accidentally left her most cherished childhood stuffed animal in the room. Thankfully, when we called the following morning they'd found it. The staff person assured me that it was clearly marked and set aside in lost and found and would be there when we came back through town in 3 days. We should up as expected, and the animal was nowhere to be found. The desk staff finally took some time to actually look, but not until a significant amount of begging. They tried to contact their manager and the staff member who'd set aside the animal, but neither could be bothered on their day off and we were basically told that we were out of luck and would be dependent on the manager resolving the issue and mailing it to us. Thankfully, the 2 staff members did finally appear sympathetic, although they basically resorted to ignoring us. Today I called and spoke with the lady who originally set aside the animal. She couldn't find it, and let me know I was out of luck and there was nothing I could do. I asked her if I could speak with the manager. She transferred me. The manager was already on the defense when she answered. And instead of listening and letting me know what they could do spent her time making sure I knew that she had never seen the stuffed animal. She quickly threw her staff member under the bus as the last one to have seen it. Then threw the housekeeping contractors under the bus as they must have thrown away the animal. She basically wanted me to know it was anyone's fault but hers. I asked her what the company could do and suggested that I wished they would talk to my daughter and apologize. She said that she would never do that as she'd never even seen ”the bear” and it wasn't her fault so she couldn't be sorry. She make it clear that this was my daughter's fault for leaving it, and my fault for not checking the room better. I suggested I was disappointed that a company of this size couldn't do better. Rather than listen and work with me this ”manager” felt it would be better to just hang up on me. Wow, a manager who throws her staff and contractors under the bus. Won't listen. And truly doesn't care about her customers. How in the world this lady was ever chosen to be a manager is beyond me. Choice Hotels, you can do better. Manager, you can do better. And if you can't, you shouldn't be a manager.
12 Reviews