My wife and I stayed in the Super 8 Motel located in Wythville, VA on 19 May 2012. We were very disappointed in the hotel. I received a customer survey e-mail and my wife and I stated our opinion. I was e-mailed back by the General Manager, Anthony Dowdy. Below is the e-mail.
Dear XXXXX XXXXX:
Thank you for taking the time out of your schedule to complete our Guest Survey. I apologize that your experience was anything less than satisfying. Our goal is to not only meet the needs of each and every guest we serve, but to exceed your expectations to make your stay as pleasant and comfortable as possible.
Please know that your feedback is extremely valuable to us. Feedback such as yours assists us in improving our service and property on a daily basis. In addition, please know that your comments and issues will be addressed.
It is our hope that you will give us another opportunity to serve you. Again, I apologize for the inconvenience during your stay and hope to see you during your next visit.
If I can provide any assistance, don't hesitate to contact me directly at (276) 228-6620.
Well, I e-mailed Mr. Dowdy back. Below is the e-mail I sent.
It's not that your hotel chain was a bad choice for my wife and I during our stay. We viewed many hotels in the area. We based our decision on the pictures you had posted on your web site and what your hotel chain offered. We were very impressed with what we read and what your hotel chain had to offer.
Upon arriving at your hotel, your employee was very nice and cordial. I was very impressed with the way she treated me and I had a very nice time with the small talk as we conversed. Upon entering the room...well, this is when my attitude changed. It smelled of smoke, but this is not your fault. We asked for a smoking room and this is what we received. It smelled of stale cigarette smoke but this is what you can expect when you stay in a smoking room.
We showered before we were leaving for something to eat. We were tired from traveling all day long and we were hungry. The bathroom was not in the greatest of shape. I noticed mold and mildew on the handle in the shower. There were urine stains on the rim of the toilet. My wife noticed that after the bathroom had steamed up, there was nicotine dripping down the door and on the wall’s. While my wife was putting on her makeup, she noticed there was a stain on the countertop from a glass and the sink was very dirty. She made mention of this to me before we left to eat. She said the bathroom looked like it was never cleaned. She stated that if it were cleaned, it was not a very decent job. This was not a very good impression after traveling all day.
Upon returning from eating, we entered the room and noticed many small gnats in the room. This was pretty much the 'straw that broke the camel's back' so to speak. We do not know where the gnats came from. They were not there when we first checked in and we did not leave the door open at any time during our stay.
We stayed in a room which had a king sized bed. This is exactly what we asked for. There were only three pillows in the bed. From my past experiences of hotel that offer a king sized bed, they normally have four
pillows. My wife and I sleep with two pillows each while at home. It was late at night and I did not feel like going to the front office just to retrieve another pillow.
The television was very old and the on/off knob was so well used it would not even 'pop' back out when pressed. The button just stayed in. The television did operate but when you see an older television in the room with
a broken knob, one has a different attitude toward staying in your hotel chain.
The next morning we awoke at our desired requested time and had breakfast at the hotel. The breakfast was very nice and filling. The hotel did seem like it was in a safe area and I did enjoy chatting with other bikers that stayed the night at your hotel. I do realize that your hotel is not a new one and there is not much you can do about that. Remodeling is very expensive in todays society.
I am sure you will agree that 'first impressions' are everything. Based on my 'first impression' of the room, you can tell that I was not very impressed. Thus my low rating in your survey.
I am currently enrolled in college and I am earning my Bachelor degree in Business Management. I have a term paper due in three weeks and my topic is on the hospitality industry. In some of my paper I am basing my decisions and discussions on my recent stay at your hotel. I do realize there are many aspects of the hospitality industry that many people do not take into consideration but when you see mold and mildew, pee stains, gnats and a semi-broken television; you can see why I would draw my conclusion of rating your hotel so low in my survey.
If you wish to discuss this any further, feel free to contact me either by e-mail or you may call me directly at home (757-XXX-XXXX).
Unknow to me, the e-mail address was an automated sent e-mail. So...I called and received the true e-mail address. I resent the e-mail and to date I have not received a response. I e-mailed Super 8 on their web site and stated that I e-mailed the general manager of that hotel and to date I have not received a response. I was hoping I would have received something by now....but NOOOOO!!!! Nothing. I guess they are not interested in what the customer has to say.
I am just venting and getting this out there. Hopefully people will see this and take heed in what I have stated. Thanks for letting me vent.:twisted::twisted:
Dear XXXXX XXXXX:
Thank you for taking the time out of your schedule to complete our Guest Survey. I apologize that your experience was anything less than satisfying. Our goal is to not only meet the needs of each and every guest we serve, but to exceed your expectations to make your stay as pleasant and comfortable as possible.
Please know that your feedback is extremely valuable to us. Feedback such as yours assists us in improving our service and property on a daily basis. In addition, please know that your comments and issues will be addressed.
It is our hope that you will give us another opportunity to serve you. Again, I apologize for the inconvenience during your stay and hope to see you during your next visit.
If I can provide any assistance, don't hesitate to contact me directly at (276) 228-6620.
Well, I e-mailed Mr. Dowdy back. Below is the e-mail I sent.
It's not that your hotel chain was a bad choice for my wife and I during our stay. We viewed many hotels in the area. We based our decision on the pictures you had posted on your web site and what your hotel chain offered. We were very impressed with what we read and what your hotel chain had to offer.
Upon arriving at your hotel, your employee was very nice and cordial. I was very impressed with the way she treated me and I had a very nice time with the small talk as we conversed. Upon entering the room...well, this is when my attitude changed. It smelled of smoke, but this is not your fault. We asked for a smoking room and this is what we received. It smelled of stale cigarette smoke but this is what you can expect when you stay in a smoking room.
We showered before we were leaving for something to eat. We were tired from traveling all day long and we were hungry. The bathroom was not in the greatest of shape. I noticed mold and mildew on the handle in the shower. There were urine stains on the rim of the toilet. My wife noticed that after the bathroom had steamed up, there was nicotine dripping down the door and on the wall’s. While my wife was putting on her makeup, she noticed there was a stain on the countertop from a glass and the sink was very dirty. She made mention of this to me before we left to eat. She said the bathroom looked like it was never cleaned. She stated that if it were cleaned, it was not a very decent job. This was not a very good impression after traveling all day.
Upon returning from eating, we entered the room and noticed many small gnats in the room. This was pretty much the 'straw that broke the camel's back' so to speak. We do not know where the gnats came from. They were not there when we first checked in and we did not leave the door open at any time during our stay.
We stayed in a room which had a king sized bed. This is exactly what we asked for. There were only three pillows in the bed. From my past experiences of hotel that offer a king sized bed, they normally have four
pillows. My wife and I sleep with two pillows each while at home. It was late at night and I did not feel like going to the front office just to retrieve another pillow.
The television was very old and the on/off knob was so well used it would not even 'pop' back out when pressed. The button just stayed in. The television did operate but when you see an older television in the room with
a broken knob, one has a different attitude toward staying in your hotel chain.
The next morning we awoke at our desired requested time and had breakfast at the hotel. The breakfast was very nice and filling. The hotel did seem like it was in a safe area and I did enjoy chatting with other bikers that stayed the night at your hotel. I do realize that your hotel is not a new one and there is not much you can do about that. Remodeling is very expensive in todays society.
I am sure you will agree that 'first impressions' are everything. Based on my 'first impression' of the room, you can tell that I was not very impressed. Thus my low rating in your survey.
I am currently enrolled in college and I am earning my Bachelor degree in Business Management. I have a term paper due in three weeks and my topic is on the hospitality industry. In some of my paper I am basing my decisions and discussions on my recent stay at your hotel. I do realize there are many aspects of the hospitality industry that many people do not take into consideration but when you see mold and mildew, pee stains, gnats and a semi-broken television; you can see why I would draw my conclusion of rating your hotel so low in my survey.
If you wish to discuss this any further, feel free to contact me either by e-mail or you may call me directly at home (757-XXX-XXXX).
Unknow to me, the e-mail address was an automated sent e-mail. So...I called and received the true e-mail address. I resent the e-mail and to date I have not received a response. I e-mailed Super 8 on their web site and stated that I e-mailed the general manager of that hotel and to date I have not received a response. I was hoping I would have received something by now....but NOOOOO!!!! Nothing. I guess they are not interested in what the customer has to say.
I am just venting and getting this out there. Hopefully people will see this and take heed in what I have stated. Thanks for letting me vent.:twisted::twisted:
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