Egregious tratment at Spring Uill Suites

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May 30, 2019
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My name is RL and I am very upset about an event that occurred at your hotel. I booked a room and paid $19 for parking on May 25th. I left and cam back later in the evening and there was a sign that said the garage is full. I thought maybe this was for those that were not guest. I went into the lobby and it was very busy. Children everywhere and other guest as well. I asked about the sign and Rosie Hambrick very quickly said I will get you a refund. She didn't explain or anything, just rudely advised she could get me a refund. I let her know I was not interested in a refund and I questioned why we were sold parking and now we cant park and she wanted to give ma refund. I was under the impression that once we paid we would have parking during our stay. Rosie was flustered to say the least, there was a lot of activity in the lobby, so I understood that. What I did not understand was why she then informed me that she was refunding my money and she was calling the police to have me removed. I asked her removed for what, asking a question?? I never yelled, I did not create a scene. I did say this is fu***** ridiculous but it was not towards her, it was a voice in my own frustration at the overall situation and it was not loud enough for anyone other then she and I to hear. She became loud and said I'm having you removed and she left the lobby for a while and came back. I asked for the customer care number and she wrote it down and gave it to me, while she said again she was having me removed. I asked her was her haste to have me removed racially motivated, as I was the only guest of color in the lobby. She told me she wasn't helping me and basically ignored me till the police came. She told them I cursed her out and created a scene. This is absolutely NOT the truth. She created the scene. I stood there in disbelief and horror as she advised she wanted me off of the property. The police escorted me to my room and four of them stood around while I gathered my belongings. I was very upset and humiliated, as I couldn't believe this whole situation. Unfortunately, I ended up leaving some of my belongings. I cannot wrap my head around the fact that the police were called on me for simply asking a question about a service that was offered, accepted and paid for. I would like a full refund and my belongings back, three pair of pants were left hanging in the closet in clear plastic. A pair of Jean's, a white pair of dockers and a rusty brownish pair of dockers as well. I am really deeply hurt about this situation and I would appreciate it if someone would please assist me.
 
May 1, 2018
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Representatives for the hotel don't read this board. Have you communicated this to anyone at local Springhill Suites where this occurred or to Marriott corporate?
 
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Neil Maley

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Dec 27, 2014
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www.promalvacations.com
Are you sure you weren’t threatening to her? Did you ask to speak to a manager before you cursed? You say you were speaking under your breath but obviously she heard you and might have felt threatened.

You do have a legitimate gripe - how can they be sold out of parking for guests, but the desk girl wasn’t the one to take it out on.

We have company contacts on top of our page under hotels for Springhill Suites. They don’t read these boards so you should email them.

Make a chronological bulleted list :

- I had a res at your hotel on xx/xx, res.# xxxxxx
- I checked in and paid for parking
- I went out and when I returned the garage was full.

And so on.

Read this and write exactly as it tells you to.
https://forum.elliott.org/threads/resolving-consumer-complaints-and-developing-a-paper-trail.8903/
 
May 30, 2019
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Cursing isn't helpful under any circumstances. You mentioned that she heard it, and it she could have interpreted that it was directed at her. When you contact Springhill, be sure to stick to the facts, avoid too much mention of your feelings, and specifically what you are requesting. It may be prudent to have a friend proofread your communication before you send it for clarity and to filter the anger you might be feeling about this unfortunate situation.
 
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Sep 27, 2018
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Unfortunately for many city hotels, the garages also accept cash customers from the general public. Even if they have a system to limit the number of customers who park to retain space for the hotel guests, it can be subverted by people who park poorly and take up more than one space. At that point the attendant has no choice but to close the garage. I've had this happen even at suburban hotels with free parking where because of snow piles or people towing boats, the lot is full. As you found out, getting upset with a frontline employee never helps. The best thing I have found is to stay calm, ask the desk person for another option for parking, and then in the morning when the first string employees are around, ask the manager to pay for the cost difference.
 

jsn55

Verified Member
Dec 26, 2014
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I agree with Frank's explanation about your inability to park when you returned. Unless the hotel told you that your space was assured, there's really no where to go with this complaint. The front desk should have explained the situation to you, but it does sound like total chaos in the lobby and hotel employees are often not trained to deal with multiple problems at once. Calling the police is a bit much, but you cannot ever use the F-word in a conversation. It's just totally against "the rules". You have no idea what kind of personal beliefs are held by people you're talking with, so you cannot use profanity for any reason, any time. This was a horrible experience, and leaving your clothing in the room makes it worse. Use Neil's advice, and include a request to retreive your belongings. Ask that your things be set aside so someone can pick them up. There really is no grounds for a refund or compensation here, I'm sorry to say. And there is absolutely no grounds for any racism to enter into this issue.
 
Sep 19, 2015
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As soon as the F word is used by a customer the customer loses the moral high ground. Many companies allow an employee to disengage once curse words are used. Now I realize that some may say that such words are used so often that they have lost the stigma but others do not agree and companies usually back their employees on this.

Should the police have been called — in my opinion no. But my opinion does not matter.

The police were likely called because of the F word and not because of questioning policy.

You should get your items back
 

GAT

Apr 23, 2018
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There is probably security video, since this happened at the front desk. If I were the hotel manager, I would review it carefully to ascertain what actually happened and was said. And I wonder why the front desk person didn't first call the hotel manager before calling the police.
 
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Sep 27, 2018
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There is probably security video, since this happened at the front desk. If I were the hotel manager, I would review it carefully to ascertain what actually happened and was said. And I wonder why the front desk person didn't first call the hotel manager before calling the police.
At these limited service hotels, the front desk person is probably lucky to have a coworker available in the evening, the manager is long gone.
 
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