I made an online reservation at the Beaufort, SC Hampton Inn for September 26th which was not honored upon my arrival. This reservation was one of twenty online reservations I made for a bicycle trip I did with a friend which took us from NJ to Florida. Along the way, where it was possible I stayed at Hampton Inns (totalling seven). I mention this for two reasons…first, to make it known that Hampton Inns are my hotel of choice and second, to make it known that I know exactly how to make a reservation.
It should be noted at this time that I had special circumstances which caused me to not only use the online tools but also caused me to contact the hotel’s desk at the same time I made the reservation. The reason for this occurred because of the bicycle trip. My friend and I did this trip largely unsupported but there was a time frame between 9/21 and 9/28 where we were accompanied by a third person. The very first reservation I made went like this…I found a suitable hotel in route. Before completing the process online I contacted the hotel’s desk and asked the following questions. I asked if it was possible to put a rollaway bed in the room and what the cost would be? When I was satisfied with the answer I asked the desk person how do I make this special request online? She said you can’t, but go ahead and complete the process and then call me back with your confirmation number.
It was a simple and practical approach to ensure that both the hotel and myself were on the same page. Therefore, I used the same process for the entire duration that a third person was in play. I also put the request in the comment section as an added reminder. Each desk person told me they would make the entry in their comment file as well and added that the rollaway bed would placed in the room prior to our arrival. That is exactly what occurred in each instance until we arrived at the Beaufort, SC Hampton Inn.
After pedaling from Charleston, SC we arrived and were told they could not accomodate this request. I said, “how can you not accomodate us when it was agreed upon weeks earlier”? A Ms. Brittingham informed me that it was impossible that any such agreement could have been made as no one there would have allowed that arrangement to be made. She added that Fire codes do not permit a rollaway bed to be placed in their rooms. I asked why I would be told to go ahead and make the resevation and why would they make the notes in their system and tell me that it was something they could accomodate? Her response was that I never made any such phone call stopping just short of telling me I was lying. When I pushed the issue about making contact with the desk she then informed me that her records indicated no call was ever received from my telephone number and that I must be mistaken.Ironically enough I have an email confirmation from them acknowledging the request was made clearly evidencing they documented receiving it. I think it is Ms. Brittingham, nasty attitude and all that is mistaken. What she didn’t know is that I am a Comcast Triple Play subscriber. Among the services they provide is telephone. The really great and unique thing about their phone service is their online record keeping regarding the phone calls I make and receive. It’s funny that Ms. Brittingham emphatically denies that I ever made the call in question and that her records belie my assertions that I did when I have phone records proving that I did. I would be very happy to provide this documentation along with the email from them acknowledging receipt of my request.
At any rate, as this conversation was taking place it apparenlty was at the end of Ms. Brittingham’s shift and she departed leaving me and my group and the young lady at the desk in an unresolved situation. I then pressed the new desk person for answers and help. I informed her that only a couple days earlier we had the very same resevation at the Myrtle Beach Hampton Inn and the said nothing about Fire Codes. She said look I cannot do it Ms. Brittingham told me very clearly that I was not permitted to help you. Now this left us and the this young lady in a very vulnerable position. I believe she wanted to help us but her job would be in jeopardy if she did. We, on the other hand were told we had no room after pedaling more than 70 miles from Charleston.
Fortunately, although this young lady was not permitted to help us at the Hampton Inn she nevertheless went above and beyond by calling around to the Fairfield Inn and eventually got us a room at the Holiday Inn. I was very upset to say the least and until I calmed down I have to tell you it brought into question any future loyalty I may show toward Hampton Inn. I just couldn’t believe I could have a confirmation number and documentation supporting my assertions that I agreed upon accomodations and yet an employee could disregard all that and essentially call me a liar. Furthermore,I just couldn’t believe the Corporation offers no avenue for recourse. It was like sorry buddy it’s your problem not ours. If that is your policy please let me know, but if it’s not I would like to know how you can fix this.
Thank you for listening
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