This is not my first stay at the Crowne Plaza San Antonio Airport in San Antonio, Texas. In fact, I've been a regular here for years. So...
Why is it that when I checked in this time you acted like I've never been here before? Oh, no. You can't fool me. I know that you have records. You know who stays here a lot.
Until this stay, I used to stay in the hotel 5 or 6 times a year and did so for 3 years. I was always pleased with the customer service, enjoyed the club lounge, felt safe, and slept well.
In fact, up until recently this hotel used to be on my “favorites list.” Then something happened. I don’t know if the property changed management or what, but the last few stays I started noticing difficulties. On several visits I had something go wrong – the room wasn’t ready, the keys didn’t work, the safety lock on the door was not working. I kept going back because of my previous positive experiences, and because every property occasionally has a bad day. When you travel a lot you accept that even the best properties occasionally have a glitch.
I am also very well aware of the fact that Platinum Priority Club members are offered upgrades on space available basis. This hotel almost always had upgrades for loyal clientele. The few times I wasn’t upgraded, I was still given a room on a high floor in the main building and given access to the club lounge.
This time though, as soon as I saw the room I was given I left the property and haven’t gone back. This last experience along with all the inconsistencies finally pushed me over the edge.
I made my reservation for this hotel over a month out, but when I arrived I was told that the hotel was full. They did not have any rooms in the main building, but the young lady at the desk said they had “upgraded” me to a room in the back section. The room turned out to be right over the parking garage - smaller than any room I’ve had at any hotel - low ceiling, dark, and stuffy. I was appalled that the desk clerk called it an “upgrade.” In my opinion, if that accommodation was an upgrade for a loyal guest, the hotel management needs to be retrained. When I went back to the desk to express my dissatisfaction, I was not even offered an apology... just a comment that I would not be charged for the room. I left.
The way I see it, if I want to be ignored I'll call Sprint customer support.
Why is it that when I checked in this time you acted like I've never been here before? Oh, no. You can't fool me. I know that you have records. You know who stays here a lot.
Until this stay, I used to stay in the hotel 5 or 6 times a year and did so for 3 years. I was always pleased with the customer service, enjoyed the club lounge, felt safe, and slept well.
In fact, up until recently this hotel used to be on my “favorites list.” Then something happened. I don’t know if the property changed management or what, but the last few stays I started noticing difficulties. On several visits I had something go wrong – the room wasn’t ready, the keys didn’t work, the safety lock on the door was not working. I kept going back because of my previous positive experiences, and because every property occasionally has a bad day. When you travel a lot you accept that even the best properties occasionally have a glitch.
I am also very well aware of the fact that Platinum Priority Club members are offered upgrades on space available basis. This hotel almost always had upgrades for loyal clientele. The few times I wasn’t upgraded, I was still given a room on a high floor in the main building and given access to the club lounge.
This time though, as soon as I saw the room I was given I left the property and haven’t gone back. This last experience along with all the inconsistencies finally pushed me over the edge.
I made my reservation for this hotel over a month out, but when I arrived I was told that the hotel was full. They did not have any rooms in the main building, but the young lady at the desk said they had “upgraded” me to a room in the back section. The room turned out to be right over the parking garage - smaller than any room I’ve had at any hotel - low ceiling, dark, and stuffy. I was appalled that the desk clerk called it an “upgrade.” In my opinion, if that accommodation was an upgrade for a loyal guest, the hotel management needs to be retrained. When I went back to the desk to express my dissatisfaction, I was not even offered an apology... just a comment that I would not be charged for the room. I left.
The way I see it, if I want to be ignored I'll call Sprint customer support.
