ComplaintsforEmbassy Suites Downtown Amarillo
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Complaint Details
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Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bugs in the room!!! Service for resolution seemed great at first. Service from the staff was as follows: smile to your face and tell you they'll take care of it. They did nothing... Valet service trashed my car and lefts dents along the driver side!!! Account manager came out to see the damages and took my information and told me everything was going to get resolved and that I could submit the cost for repairs to the claim via email. Then I received an email that says there is nothing they can do to compensate. This is totally unacceptable. Worsts hotel I've stayed at this trip. This was my only experience of Texas Hospitality and hospitable it was not.Business response
11/10/2022
Business Response /* (1000, 9, 2022/10/28) */ Thank you for your feedback. we did immediately have our pest control company investigate the claim of bugs and we found no evidence of any bug infestation. I can provide a copy of the report and did offer to send the guest a copy of the report as well. The valet company is a separate entity from the hotel and have confirmed the claim was filed with their insurance company. Follow up on that end would need to go through the insurance company associated with the valet company. Consumer Response /* (3000, 11, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to state for the record that prior to this, you have not attempted to reach out to me and present your report. You're service is less than satisfactory and you continue to refuse to take ownership of my experience while staying at your location. The lack of ownership of my customer experience from a hospitality professional is troubling. It's disappointing to see such a good company fail to meet it's reputation. I guess this is Texas Hospitality...
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.