Planning a Party

My girlfriend and I decided to have a Anniversary Party for our 15yrs together, and I thought I would share with you the outcome of that party. Along with the letter I wrote. {***is taken away the names}

To Whom It May Concern, July 9th 2008 This letter is being written to address the complaints that I had with my experience at one of your Hotels. I had filled out the information on-line for the complaint, and in the comment section I simply put that 1025 characters that were required for the comments were not enough and that I would really appreciate a phone call or email address to address these concerns. Instead I received a letter from Customer Relations Department stating that my comments are "duly noted." Now let me ask you what comments do you have? 1025 characters were not enough to work with? So I begin my complaints now in hopes that you can get a clear understanding of what really took place.

My partner and I have been together for 15yrs and we had been talking about planning a party for our anniversary. This was the time to get everyone together, and we found a great place which would be located in the middle between the two families for driving. My partner and I went out to check the place out in February to see if this was going to be the pace where we wanted, or to keep shopping elsewhere. We set up an appointment, and we were greeted by **** who was in charge of this. We explained what we wanted. We both wanted to be outside, and that we were planning on the party on June 21st. **** explained everything to us, and showed us the patio that we could rent. Mind you that this was in February and even with the snow on the ground it was a great place to plan an outside party. We put the payment down of $465.70 and made plans to come back in May for the remainder and to see how the progress was being made on the construction that we were told was going to be done to the place.

When we arrived to Quality in May we ended up meeting with someone else as **** shift ended on the scheduled appointment time that ***** made for us. I really didn't like the fact that we ended up having to meet with someone else being that close to the party. As we met both my partner and I made things very clear that day, as the hotel was receiving a new roof and the patio area was not even touched. The carpet outside had not even been touched where we were both told that was going to be replaced. This carpet had looked like a dog that had been running all over it there were snags all over it, and there were spots of the cement (underneath) the carpet that were cracked, and broken that caused weak spots and holes. We were again assured that those would be taken care of. I understand as this woman had to jump in and fill in as our host not knowing or having much time to go over all of our needs was doing that best she could. We went over the set up for the tables and set up, and where the tent was going to be placed and wanted to make sure all the basics were taken care. Of those basics were to make sure that the hotel could provide us with water; no problem. If there was going to be anyone available for us if we were to have any concerns; "*****and I are splitting the shift". Ended up putting the remainder payment down $265.70.

June 21st arrives and we arrived at the hotel around 11:00 am as per our contract we could arrive as early as 10am. When we arrived we were told earlier in the week that we were not allowed to check into our room till 4pm as the rooms will not be available. So as we arrived to the patio the first thing that we noticed is that the old carpet is still there. We started unloading vehicles to start setting up and one of the tables starts to unfold right on me as placing items on it. **** called maintenance and the maintenance guy explains that is the only table that we have, and there are no extras. **** then has to become a bit forceful with him to figure out a way to fix it. (I am glad we decided to bring an extra table) At one point during the set up my sister-in-law noticed a section of the ground that could of caused someone to twist their ankle on. I pointed this out to ***** and she then apologized about the carpet not being done that all they got to do was power wash it. At one point we were going to have our entrance be at the side to keep from our guest from having to twist their ankle on the piece of carpet (ground area) that was coming undone. So we started to get something set up for the side entrance which is actually worse as the carpet is bunched up and that would have been worse. So we went back to the original entrance which is right off the pool area. I then decided that before the party gets started I need to address these concerns as coming in just to set up was enough already. I asked **** if I can speak to the owner if he was still here. He was and I introduced myself and concerns that I was having at that point in time. The carpet how we were told that it was going to be replaced and now it seems to be worse from when we were just here a month ago. Showed him the holes and places where I believe I was looking out for the Hotels best interest. The tent had stains on it, and holes in it as if someone took a BB gun and shot it all up. The dance floor was still wet and I have green paint still on the bottom of my shoes The table that was being held together by a c-clamp. That although we did get our room a bit early just to drop off our stuff, check in was not until 4pm but yet check out was at 11am? After the owner (or really how do I know he was the owner?) looked over all these things and was told that it all had to do with the timing the timing just was not right. I explained to him look I have worked customer service for a total of 12years and I understand things happen. But to start off that statement with its all about the timing when I was there four months prior and made a second trip out there. At that point the 'Owner' went to talk to ****about our bill. It was determined at that point he was going to cover the cost of the keg and tips for the bartender. That was fine. I explained that I was not happy, but fine. I am getting ready for guest to show soon, and we needed to start getting ready along with getting our food and set up. So I go upstairs to take a shower and the water is up at my ankles and the water is not going down. At this point my partner is in our daughters room, which we had blocked rooms, then why was our daughter's room clear across the other side of the building? I ended up having to call the front desk. Maintenance comes and brings with him a tool to snake the bathtub. Approximately 15Min's later Maintenance has a bag full of hair from out of the tub. Maintenance even explains to me that he has told the other workers not to use some other tool that it doesn't do the job that it should and here is the proof as he showed me and kept all that bag full of hair to show the boss to prove to him the other workers were not doing their job the right way. I think I felt dirty just standing there.
As the party began to start and the bar service was opened I went to get my first beer. The keg that I didn't have to pay for is now nothing but foam. So what did I really get for that? My guest gave up drinking the beer, and then at one point the bartender started to charge some of my guest .25$ for water. The bartender was offering other guest my beer as it was nothing but foam anyway. Why should I care? I mean right I got that for free. There were regular hotel guest that were coming into our party, which we had to escort out of there. The Jacuzzi in the pool area was cold, and the water was rusted color. The hotel offers a free drink when you rent a room, and my grandmother who came to the party tried to use her coupon for an ice tea to drink as she could not drink alcohol, and the bartender told her no that was only for alcohol drinks. Which I understand this is something that the Hotel does special as I have been to many of your Hotel chains,. but knowing she is part of our party and the money we brought here, that is not the response I expected to hear. At one point my grandmother ended up giving her coupon for WATER. This experience I would hope you would read as if it were you who planned a party and how you would feel about the experience you received? There is some strong need for most of the staff employee's to have some sort of customer relations skills, which most didn't. I am not an expert, but I do know that my guest told me that the bartender was rude, and couldn't believe how that place was even opened with the water damage that they heard about, and the mildew that you could smell throughout the building. I would like to think that I would receive a response from you about this matter or the Hotel, but seeing as the first letter that I received from the Hotel was addressed to Ann Marie {The Ann Marie is how the letter was addressed, and that is NOT MY NAME}, I really wonder how organized this place is and how much Choice Hotels cares about the business. Sincerely,

I received an letter in the mail the other day from them..and it mind as well said..Too bad we got your money and there isn't a darn thing you can do about it. Now it didn't say that but you'll see why..it said " We thank you for your comments and will be forwarding them to the Hotel, as Quality Inn is a franchise and we hope that you consider this a isolated incident"