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Quality Inn, Amarillo, Texas / No hot water, would not honor satisfaction guarantee

6800 W I-40 Service RdAmarillo, TX, United States
Contact information:
Phone: 806-358-7943

1 night stay on 8/19/08. Woke up to find no hot water available. Called to let office know. Not even a phony, half-hearted apology was offered. All the clerk said was "alright...I'll send someone over". After re-checking for hot water through breakfast and packing up, we had to leave with no showers. Given their unfriendly, unapologetic attitude when I called, I decided to make a complaint before we left. I took their 100% satisfaction guarantee card, which says you will not be charged for the room if you are not 100% satisfied) to the office and told them there was still no hot water, and I was not satisfied with my stay and would like the charge reversed. They said only a 50% refund could be offered. I told them that's not what the policy says, and they just argued with me. I said I wasn't going to argue. I would just call my credit card company. We decided to first call the corporate number to let them have a chance to do the right thing. The corporate office merely turned it over to the local manager, who sent a letter apologizing, but still not offering a refund. I got a letter from the general manager saying that she's sorry. So, I called and asked if we were going to receive a full refund. She said no because as soon as they found out what the problem was (hole in the boiler) they started calling rooms and we were already up at the front desk. She also said that she offered us another room so we could shower and we refused. I said that no one offered us another room when we called to report the problem, because we would have taken it. She then said that she offered it to us when you were checking out. That is simply a lie, although it wouldn't have made much of a difference at that point with the truck loaded and running. I said "Well, if that's not customer service then I don't know what is". I then said, so it's not 100% satisfaction, it's 50% satisfaction. She said that it is 100% because she offered us another room and I said "upon checkout". She said that she is only authorized to take 50% off the credit card and that she would do that. I said and how would you get permission to take the other 50% off. She said her boss, so I said OK then I would like to do that. She said that she can't give out her number and I said then I'll let you call her and get permission. At one point she started talking over me, so I said "excuse me will you please let me finish". She then said no will you let me finish. I said yes because I refuse to be as rude as you are right now. That was the end of the conversation. I'll call my credit card company, now. I just wanted to let folks know. Google other choice hotel complaints for entertainment before you book your next trip.

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