Sleep Inn & Suites - Dover

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Hello *** ***,
We are sorry that you will not be staying with us on Friday, September 26, to Monday, September 29, Your reservation was cancelled on Saturday, September 13, by selfYour cancellation number is ***
If you wish to make another reservation at this hotel, please cal* *** *** or to make reservations at other Sleep Inn & Suites Hotels, please call
We are sorry that you were not able to stay with us this time, and we hope we will have another opportunity to serve you
Sincerely,
*** ***
General Manager

Review: Complaint taken over the phone by Revdex.com staff MT 4/30/15. Consumers are temporarily without a residence. They were staying at the hotel since April 1st using weekly rates. They asked the management about the weekly payments and they approved it. Yesterday all of the sudden there was a problem. The General Manager got snotty with them and locked them out of the room. He cussed at them while they were trying to pay the balance, he told them to get out before they had a chance to pay the balance. They left to go find somewhere else to stay and eventually they went back to try again to settle the balance. They eventually paid the balance, they were trying to calm the general manager down because he was cussing at them, they asked for the owner and the operation managers number, they said they didn't have the numbers.Desired Settlement: They would like to speak to the owner and have something done about the general managers actions. They would also appreciate a refund, but not a free night in a hotel because they refuse to stay there ever again.

Business

Response:

I'm concerned about the problems Mr. [redacted] recently experienced with our hotel. I'm writing to thank you for taking the time to bring this matter to my attention. A hotel is defined by the quality of service that it provides to its guests. Consequently, it's disappointing to learn of his unhappiness. Reading Mr. [redacted] comments about me personally are dishearteni ng and pai nful. I have been a General Manager for over 15 years and with the Sleep Inn & Suites since we opened the doors 5/28/08. We received the 2014 Award of Excellence by Booking.com. This award was voted by our guests.My team takes great pride in serving our guests and providing every guest with the highest quality customer service possible. This incident is troubling because as General Manager I'm the only employee who would be able to authorize weekly payments. This authorization was never given and I was never approached by the guest to give him authorization on weekly payments . As the manager I t is my job to make difficult decisions on a daily basis. I wish I could give every homeless person a room at my hotel free of any charges, but I can't because we have a responsibility to run a business and to sell rooms for our company. In closing I have been in customer service for over twenty years and have never used foul language towards anyone. Thank you for your time and have a great day.