David Groupe

Review of The Inn at Reading

I never try to leave bad reviews. Try to remedy si...

I never try to leave bad reviews. Try to remedy situations with the business itself and trust them to do the right thing. However this one just sort of blew my mind the lack of consideration in customer service and in handling people s finances. I stayed at The Inn at Reading for four nights for a work training. I used my card at the beginning of the stay because our company had not yet given the hotel their payment information. Once they had it I was ensured by the hotel that they had credited the stay back to my account. After about a week the money had still not cleared back in my account started the debacle of calling numerous times only to be put on hold for 20 minutes at a time. Leaving messages for a manager who never called me back. After I finally managed to get in touch with a manager she said they would call their processing company to see what the hold up was and call me back. Three days later I still hadn t heard from her and I was back in town working and stopped at the hotel hoping to get this resolved in person. The manager refused to come out of her office and made the receptionist handle it. Turns out they never did call and there was an error in how they credited the account. The poor receptionist had to call the support line while dealing with other customers. At one point the manager HAD to come out of the office to type in a password for the receptionist and WOULD NOT acknowledge me she typed the password in and stormed back to her office.
Seriously in the hospitality industry especially when you are dealing with a situation where you are possibly accidentally withholding hundreds of dollars from someone pick up the darn phone and call them back, at least TRY to remedy the situation and when a customer shows up in person because you failed to follow through after they called you 6 times. don t leave them to the mercy of an employee who is going above and beyond her job duty by dealing with something that you should have taken care of days ago.
Thank god the money wasn t an issue but there have been a few times in my life where a few hundred dollars for two weeks could have meant the difference in putting me behind in my car payment and other responsibilities. The hotel stay was ok. Besides the cleaning staff never emptying the garbage and the toddler screaming in the hall at 3 am. My biggest issue here have a little respect. I know double tree stole half your business so when local companies have people in town and utilize you to take care of them, freaking take care of them. I would probably have gotten better customer service from a pay by the hour joint somewhere. This manager is in the wrong position. And now a major employer in your local area will almost certainly never utilize your business again. Get someone who cares a little and represents your business as a place of hospitality. People are pretty forgiving if you can at least work with them and try. And at the very least apologize and acknowledge that a human being is standing in front of you