I got a letter in the mail yesterday from a hotel where I had a reservation last weekend. Some friends and I went downtown to see a play version of “Dirty Dancing”, go to dinner and stay overnight downtown with our three out of town guests.
After trouble finding parking for the hotel, whose lot was full, we were told the hotel was overbooked and we couldn’t stay there. They had, however, gotten us accommodations, at their expense, at a sister hotel downtown.
We waited for our luggage to be brought back to us and traveled a few blocks to the other hotel. There was valet parking only, which we did not have to pay for either, having paid for parking at a lot earlier for the other hotel. The hotel looked very new and we were starting to feel a little better about being inconvenienced, even though we were getting the night’s stay free.
We checked in and asked if we could be upgraded to a suite; we would pay the difference in price. We were upgraded at no cost and given a late check out time. This hotel was less than one year old and our upgraded suite was very large and very nice. The only real downside to the new hotel was that it does not have a pool.
After a very nice evening with friends at a nice hotel, we checked out the next afternoon. The whole experience cost the 5 of us $12 for using the wifi at the hotel. (I had never heard of being charged for wifi, but who knows). We were very pleased with how well we were treated and how the overbooking was handled.
Now, back to that letter. The letter received from the Renaissance Hotel downtown Cleveland, offers a free overnight stay at the hotel to make up for our inconvenience.
I really appreciate the customer service received. I know it’s a high priced hotel, but the lengths the hotel went to be sure we are satisfied customers was impressive.
I’m looking forward to staying there for my husband’s birthday next month.