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Fantasy Inn / Poor customer treatment!

1 United States

Attached is an e-mail conversation between myself and the hotel owner. Most of the details are below so I won't repeat them here. After I sent the last reply he called me. Basically he wanted to know why it was not good enough that he was offering a free stay at the hotel. I explained again that we have no intention of returning and in fact want to forget that we ever went there. Then he asked why we didn't just check out, I explained that this happened the morning that we did check out and that we only stayed for one night. When that argument didn't work, he tried to ask why my husband went into the hallway in his socks anyway. I again told him the wet hallway is not the issue that I am actually complaining about, it's the way that his staff treated him. When we were talking he kept interrupting me and just trying to get me off the phone with a half hearted apology. He would not address the rusty nail issue. He also said that he would not refund anything.

I would also like to add that the hotel does not live up to the pictures on their website. Other than the large tub/spa that can actually fit 2 people, it was just a regular hotel room.

Crystal <sweetwarrior AT sbcglobal.net> wrote:

Date: Mon, 29 Jan 2007 13:54:10 -0800 (PST)
From: Crystal <sweetwarrior AT sbcglobal.net>
Subject: Re: Fantasy Inn
To: Fantasy Inn <fantasyinn AT sbcglobal.net>

What does that mean? You still have not mentioned anything about the nail. Are you avoiding the issue of an injury on your property? When we receive the certificate we can send it right back and you can still refund our money. It's easy to give out a comp certificate when you already know that someone has no intention of using it as I indicated in my last e-mail. At this point you are taking a bad situation and making it worse. I feel like you don't care and you are just trying to push us off by giving us a certificate that is basically useless. No one will want to stay at your hotel if you are treating all your guests this way. Repeat business and referrals from word of mouth are important for a successful business and your aloof attitude will drive customers away. If you are so willing to give us a free stay, why can't you just refund our money since it would be the same price as a complementary stay? Especially since we stayed in the cheapest room that you have and the complementary stay is most likely in the same cheapest room.

Furthermore you have not addressed the issue of your staff's attitude. Hopefully you do not condone this type of behavior. Please at least assure me that you will or have spoken to them and expressed that this is unacceptable.

Again, we would just like a refund and forget that we ever stayed there. I look forward to your response.

Fantasy Inn <fantasyinn AT sbcglobal.net> wrote:

Dear Crystal:
The comp certificate was already mail out. Again I am sorry for any inconvenience.
Sincerely yours,
Jim F.


----- Original Message -----
From: Crystal
To: Fantasy Inn
Sent: Monday, January 29, 2007 12:47 PM
Subject: Re: Fantasy Inn

Thank you for your e-mail.

My husband's socks were not just wet from water/ice. He had just put those socks on and walked out to get a soda. When he came back in his socks were brown/black. That was not that bad. But since you know that this is a problem, you should put out a wet floor sign. What the real issue here is that your staff was rude and sarcastic. He went to the front desk and asked Carol Colvin if there were a way for him to get another pair of socks as this was his last pair that we had with us. It amazes us that with the bridal/tux shop in your hotel that you would not have a pair of socks. Carol said that there was nothing she could do but then offered him a nightgown with a chuckle. The other person that was there was Robert Matsumoto. When Carol offered the nightgown Robert also snickered. When my husband asked if there were a way that someone could go get him a pair of socks, Carol gave him a dirty look and said no rudely. Robert was laughing at that point and had to walk away because of it. I understand that it may not be your policy to do this but there is no excuse why your staff should act so unprofessionally.

On another note, nobody addressed the rusty nail. My huband was climbing out of the hot tub in our room, when he stepped on a nail. The nail was rusty and bent. It has a barb at the end. The barb was embedded in his toe so much that it came almost completely through the carpet when he lifted up his foot. We shrugged it off and tossed the nail. After the incident with the sock occured and, the staff was so rude, we took the nail out of the trash and put it in an empty film container for safe keeping. We showed the nail to your staff on our way out, and they (Robert and a younger man) both looked at it and said ,"oh". No reaction.

I think instead of a comp stay, a refund would be in order, including the movie. Seeing as we will never return to use a comp stay, and the value is the same. At this point we would like to just forget that we ever went there. Please e-mail us with your confirmation.

Thank you.


Fantasy Inn <fantasyinn AT sbcglobal.net> wrote:

Dear Crystal:

I received your note about your stay here and I wanted to talk to you about it. I as sorry that your husband got his sock wet in the hallway. I am sorry about that. But people walk thru the hallway in their ski boots. Also, when they are filling their ice bucket the tend to over fill the ice which falls on the floor and get the floor wet. Also, they tend to drop things on the floor. Let me make it up to you by sending you a comp stay at the hotel.

Please email me back
Jim F.

Cr

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