In this day and age as consumers it is sad to realize that our voice has slowly faded. The motto, “the customer is always right” has spiraled down the big corporate toilet along with customer service. Don’t get me wrong, there are exceptions to this but from what I experienced this past weekend has left me an overwhelming dislike for chain hotels that have a total disregard for it’s guests and care only about your wallet. I am speaking in particular about Choice Hotels the owners of Comfort Inn, Comfort Suites, Quality Inn, Sleep Inn, Clarion, Cambria Suites, Main Stay Suites, Econo Lodge, and Rodeway Inn.

{L} Sam Orr {R} The Husband
It was the first of many marathon weekends of the season and Tim (aka “The Husband”), Mia and I packed our bags and headed to New Braunfels, Texas for the Chosen Marathon For Adoption. The marathon was a success and Tim finished at 3:53:27 breaking his personal record by seven minutes! I was very proud of him and touched by the marathon in whole. It was the first time at a marathon that left me in tears every time I would see a team of runners with the name of the child they were running for and the family (who was usually apart of the team) that was trying to adopt that child. I know too well of the trails and tribulations adoption can bring because 30 years ago my parents choose me to be their child. A truly amazing marathon (and half marathon) that raises money to cover the costs of adoption and I encourage everyone, if they hold it again, to participate! Through all of this joy I did not let the events of the hotel bring us down but it was always in the back of my mind.
We had made reservations at the Quality Inn in New Braunfels. It was not the hotel from hell (being an ex-musicians wife, trust me, I’ve seen them all) but it was certainly close. It was not dirty or bug infested but what was the most disgusting part of it all was the attitude of the day clerk and the corporate customer service. It all started at check in when we asked the clerk if there was a crib in the room as earlier requested. Her reply was that they did not in fact have a crib because the single crib that the three story hotel had was broken. There was no back up. Of course, I was mad. Where am I going to put my child? She will not sleep with us, we’ve tried it’s a nightmare. And when we asked for at least some sort of reimbursement she chuckled and said she could not give us a reimbursement because we are not paying for the crib just the room. Seriously?! Are you thinking what I’m thinking? That’s like saying my bed is broken but since I’m only paying for the room I guess it’s ok. I was so upset that I made a call to the corporate office. First of all it took forever to be connected to customer service because the 800 number goes directly to a call service somewhere overseas where after I switched to three different operators with horrible English that wanted me to make a reservation, I finally was connected to someone in customer service who spoke my language. This was the straw that broke the camels back. I stated our case and made a formal complaint that a hotel this size should at least have a back-up crib and politely asked if there was any way we could borrow one from another Choice Hotel in the area. Her response was a sarcastic “No” and then suggested we stay in another room with two beds. Obviously this lady has never had young children who role off beds. After explaining what happens with a baby who is too young to sleep three feet off the bed with out rails she then replied, “Well, what do you expect me to do.” Out of frustration and getting nowhere I said, “I was just trying to make a complaint but after talking to you I will never stay at a Choice Hotel again.” And that’s when she said ,and I quote, “I guess you won’t.”
That’s when I hung up the phone. I really wanted to leave out of spite but it was too late and I just wanted to get on with everything. Thankfully, Tim’s amazing cousin, Amanda, drove from Buda, Texas with a pack-n-play. Thanks Mandy! My little girl had a place to sleep and all was right with the world until…..
Did I tell you that my in-laws came down for the marathon as well? And guess where they stayed? You’re right if you guessed the Quality Inn. Their experience was not with the lack of compassion or cribs but with an unfortunate experience with food poisoning from what we can only narrow down to a spoiled egg from their continental breakfast. Now we can’t say for certain but we all ate the exact things except for the eggs. Mia was the only other one who also ate the eggs (but only two or three bites) and had diarrhea all day. Put two and two together and it’s a good hypothesis. Another unfortunate incident was that in the middle of the night their air conditioner in their room started to spewed out black insulation that continued to the next morning. They would also like to point out that the down stairs smelled like propane the next morning. This all coming from two people that have been in hundreds if not thousands of hotels big and small all over the world and hardly complain because they are used to it ALL.
All in all not a pleasant experience with the Quality Inn in New Braunfels, Texas or with Choice Hotels. I was so upset that I used Twitter to release some pint up frustration. Not only did y’all retweet to warn others but I heard many complaints mostly by parents who had bad situations at a Choice Hotel and Choice Corporate as well. From our experience and the stories of others my conclusion is that Choice Hotels is not a parent or family friendly chain. Since their corporate offices lack compassion or care for us parents I urge you if you have had a bad experience blog, tweet, or spread the word! Maybe then they will become more parent friendly because of our words or hopefully at least we can warn others to stay away from Choice Hotels and chose another place to stay!
…and please we have a whole season left of races and marathons, if you have any suggestions of an inexpensive (less than & 120 a night for 2 adults and child) please, please, please leave a comment and let me know where your favorite family place to stay is! Thanks – Meredith