Tuesday, May 24, 2011

The letter we got back from Hampton Inn

 I took my brother Richard's advice and sent a copy of my blog post to Hampton Inn and this was their reply back:

Hello Mr.and Mrs. Shelley,

Please let me apologize for your recent stay. I understand that you were unhappy due to the HVAC unit having a sensor shut off. I understand that can be a nuisance when the unit shuts down. I am very sorry that my front desk staff was not able to walk you through the override so that the unit would stay on for you. We have had some staff changes and I was not aware that the night staff was not trained in the override. I have already gotten with my staff to go over the procedure so we don’t run into this issue again. I am so sorry I hadn’t realized the issue before.
I have taken the liberty to issue a 100% Hampton Guarantee on your behalf. So you should see a credit issued back on to your Credit Card.
I do hope that you give us another chance in the future
We Love Having You Here,

Jennifer Marshall
General Manager
Hampton Inn and Suites Bakersfield North-Airport

My letter in return:
Dear Jennifer,

Thank you very much for your very nice letter. However, we do NOT want our money back. We stayed in your very lovely hotel and we were pleased in many ways. My only question remaining is, why are you training your staff how to instruct your guests in over riding the sensor? Why are you not instead getting rid of the sensors all together OR inform your guests when they make their reservations....rather than have it come to a surprise to them as they are sweating during the night and wondering why the a/c is not coming back on?

I am putting your kind letter on my blog. I want them to see that your hotel truly does stand behind their guarantee.
Thank you again for your kindness and concern.

Jill Shelley

And her reply today:
Hello Jill,

I understand that you may not want the money back but it is my pleasure to issue your 100% Hampton Guarantee. Your satisfaction is our main priority. I would not feel right not invoking it. I sometimes wonder the same thing about the Sensors but unfortunately it is part of our Standards in becoming Eco Friendly. We are currently looking at some desk operations that can be done between the desk and housekeeping so our guests are not inconvenienced by the sensors. Every guest survey or comments helps me to submit for changes that should be addressed. Thank you again and I do hope that you will give us another chance in the future.

We Love Having You Here,

Jennifer Marshall
General Manager
Hampton Inn & Suites Bakersfield North-Airport

How can I not like Hampton Inn after this kind of feedback?  
We may just give them another try. I'll just have to ask them at the front desk when we are checking in to, override the sensor. 

On a completely different note, check this out....I didn't know any parent could be this messed up in their thinking. 
(thank you Rhonda for sharing it on your blog)


Karen Mortensen said...

That was really nice. But it proves my point that sometimes being Eco Friendly is ridiculous.

cristie said...

Jill, I think it is good for you to follow through with all of this Hampton Inn business. It is impressive to see that they care about customer service. Thanks for sharing. xox

grandmapeg said...

These were very nice letters from the General Manager and show that she really does care what customers think. Maybe you should give them another try. On the other point, how CONFUSED are these parents!!!!! And, the bigger point, how CONFUSED are these children going to be!!!! It's like saying, "I don't care that God has made you a boy or girl, you make your own choice". These parents are totally messed up!

Rebecca said...

I say take the money back. It is their promise...and you were NOT 100 percent happy. It is their fault for not training their employees on the system I think!

Anonymous said...

I read the comments on the gender article, and everyone berated them for not acting like parents and conducting social experiments on their children. I was at least glad to see that. Little kids are not qualified to make those kinds of decisions. Can you imagine how badly this is going to turn out?? Ugh!

Donna said...

I love that you did this!! I write letters all the time when things are great and when things are awful...good for you!!

Donna said...

Oh wait you didn't want the money back? Think that one over again.
My husband ran a hotel for 25 years...he did not ever want anyone to be uncomfortable. The advertising this hotel has received is now far more than the refunded money...think about it my friend. They are doing the right thing...

Eileen said...

Wonderful, Jill! Ray says he remembers that we stayed at a hotel chain with a similar practice (but he said the room temperature was based on sensing body temperature not on motion). I'm glad that Hampton Inn was so positive in their response to you, and I too would stay at one after reading this. But I will make sure to mention the override!
Love and Prayers,
PS ~ My daughter Katie told me about that couple with the baby. It breaks my heart.

Lisa said...

Sometimes when I get so busy & come back to "catch up" on your blog, I'm always so HAPPY & this post resonates big time for me. GOOD WORK & i LOVE great PR staff. I've made several complaints in that pst month & am always surprised at the response. Thanks for all your posts as I really enjoy reading every single one of 'em!