Company information:
Days Inn
Coeurd' Alene, Idaho
United States
This is a letter I sent to the general manager. Five days have passed and she could care less to respond:
Karmen Klema
General Manager
2200 Northwest Blvd.
Coeur D'Alene, ID 83814
Dear Karmen,
I am writing this email in regards to my recent stay at the following Days Inn in Coeur D'Alene.
On October 23, 2009, I planned at trip to Spokane. Along the way, it was in my best interest to stay at a local hotel since I do live in Missoula, MT. Therefore, I decided to conduct some research on a facility that would be best. I did go to Travelocity.com to search for hotel prices and hotels in the area. I did see through my search that your facility had a hot tub, sauna, wireless connection and fitness facility. I thought it fit all the criteria that I was searching for and at a better price compared to other hotels in the area. Once I found that your hotel best fit my criteria, I decided to call the hotel directly and not pay through Travelocity. Therefore, I called to make reservations and spoke with Liz, the manager. I asked several questions regarding your facility and was told that the hot tub, etc. would be available. We also spoke about other amenities which included free wireless internet. I thought this would be the best place as I went through the pictures and thought it looked nice enough and had everything that I was interested in. I also paid in advance for the hotel's special no refund rate. At that moment, I would have appreciated Liz' honesty to let me know that there was no longer a fitness facility. Please see the pictures below. To my disappointed, after checking into your facility, I thought it would be great to get in a workout. I got dressed and went to search for the fitness facility, to my surprise I could not find it. I then went to the front desk and asked and was informed you no longer had one. I let the clerk know then I was not happy as that is one of the main reasons I chose that hotel. He told me that the equipment kept rusting and they were removed. Well, the picture below was very misleading. He told me he could not help me as I had already paid for the room and he could not do anything about it. He suggested I speak to Liz, the manager, in the morning. This however was not the only problem I experienced at your facility. After returning to my room, I signed on my laptop to they 'free' wireless connection. This also brought a disappointment as the connection was so slow that all the web sites kept 'timing' out on me.
The next morning also turned out to be a disappointment. The complimentary continental breakfast was less than satisfactory. Upon entering the breakfast area, the facility was a mess and the garbage can over-flowing. There was no waffle batter as it was empty and it looked as if no one was maintaining the area. Myself and another guest in the hotel had to let the front desk know that there was no waffle batter. Liz, the manager, was on the telephone and then decided to come in to pick up a few garbage items left on the counters, only to bypass the over flowing trash and went across the room to throw her garbage in another can. This is by no means is a way to impress any returning patrons!
Upon check out, I informed her (Liz) of my concerns, as I was told from the night clerk to do. Liz gave me the impression that she did not want to hear my concerns and then proceeded to inform me that the web site was wrong and that she would talk to them (the IT people) about making sure it is updated. She asked if I would like to keep the room on the credit card that I gave her (I told her the night clerk already asked and he charged me the previous night. I guess it was not. Interesting how the night clerk told me it was already paid for and he couldn't do a thing about it. I guess he also lied to me). She told me if I booked through a third party site that it wasn't the hotel's fault. I guess she forgot that I booked directly through the hotel as she pulled up my information. I also informed her that I couldn't get online because of the wireless problem. She proceeded to tell me that no other guest had complained. Just because they didn't complain doesn't mean there wasn't a problem. I use the same laptop at my residence and never have a problem signing onto my wireless connection. I did not receive a problem resolution from Liz, I just received one excuse after another. I then told her that I needed your information and that I would address my concerns with you as she was not concerned with making me feel any better with my experience. As far as I am concerned this is unacceptable customer service and definitely a reason not to stay at your facility again! I am in firm belief that if you want returning customers that you do listen and you do problem resolve. I am not a person that will stop by your facility once, but have the opportunity to do so frequently as I only live a few hours away and travel this route frequently.
I am hopes that you will listen to my concerns and address my complaints.
I have since decided that I will never stay at another Days Inn ever!! After further research, I see that I am not alone an Days Inn should be ashamed for not following up on anybody's complaints. If I ever receive another phone call asking to join Wydam rewards, they will get an ear full and they can shove their hotels where the sun doesn't shine.
