Attitude is a decisionCall me old fashioned or, just old but I was taught two rules about customer service. Rule one: the customer is always right. Rule two: If the customer is wrong, see rule number one. Now, about my stay at the Super 8 in the lovely little Mid-Western town of Ionia Michigan. The rate was about $20 less than average for other S8’s I’ve stayed at. The room had the same furnishings as the last S8 I was at although the quality was slightly less. The shower head had rust and mineral stains and the pressure was barely adequate however, the temperature was good. This wasn’t the same for the room which was colder than average and I had to set the thermostat to 80 just to get the room temp into the comfortable 70’s. There was two HBO’s which was good because the Wi-Fi kept dropping out, not connecting at all, and the signal was very weak. I noticed a router in the hallway, a few doors down from my room on my way to the night desk clerk to tell her about this. She was very pleasant as most people in this town are, (note: “most” being the operative word) but she wasn’t able to help. I broke out my Wi-Fi extension antennae and that didn’t help the situation either. However, I was able to connect to the neighboring Pilot travel stop. So, I wasn’t completely satisfied with my stay, but would still give them a 3 out 5 as rating. In fact wasn’t going to write about this at all. I can’t write about every single experience, there’s simply not enough time. Besides I was just at an S8 a few days ago. Then, at checkout, I had an epiphany. The daytime clerk asked how my experience was. I said the Wi-Fi wasn’t working for me. Now, at this point, put yourself on the other side of the desk. How would you answer? Without any pause, she replied “You were using the wrong one” referring to the particular S8 channels of which I noticed 2 of them and at times 3 till I discontinued and connected to the travel stop. Now, as an employee of a hotel, restaurant, resort, etc., I as a customer: allow for you to have a bad day; bad technology that may be out of your control; or bad service depending on the circumstance. However, I simply won’t allow for you to display a bad attitude. I would never tell a customer he or she did the wrong thing regarding a service I’m supposed to provide. However, there is a positive tradeoff to all this. Your bad attitude, makes me a better writer and I can always use more motivation and practice.
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1681 E Grand River AvePortland, MI 48875
From Business: Property Location Located in Portland, American Heritage Inn is within the region of Ionia County Museum and Ionia County Courthouse. This hotel is within the reg…
Made a reservation through Expedia and wanted to see if we could get a handicapped access room, tried calling the hotel directly several times over 3 days, couldn't get anyone to answer the phone. Tried the chain's 855 number and was told they couldn't look up our reservation by our last name or either of the confirmation numbers provided by Expedia. To top it all off, when one of the managers called us after we canceled the reservation, he proceeded to ARGUE WITH US, claiming their office is manned 24/7, they always answer their phone, etc. -- basically telling the customer that he was wrong. Canceling our reservation was obviously the right decision. No business with such poor customer service deserves our consumer dollars.
Cozy rooms!The guy at the desk gave us a tour of some the newly updated rooms. We stayed here not long ago before the new owners it was not so great BUT these new owners are really making a lot of changes. Even the rooms that haven't been updated yet are in much better condition (cleaner) than they were before. We can't wait to stay in the updated rooms when we come back next month. Very happy we gave this place a second chance. The new staff are soooooooo friendly- very welcoming and super helfpul.