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Double Tree Show

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FirePath Communications
FirePath Communications

The document is a complaint letter from two guests, Tom Farmer and Shane Atchison, about their negative experience staying at the DoubleTree Club Hotel in Houston, Texas. They had confirmed reservations for the night of November 14-15 but were refused rooms when they arrived at 2:00 am. The night clerk, Mike, was rude and unapologetic. Mike was unable to find them alternate accommodations in nearby hotels until 2:15 am, instead booking them in a smoking room at a further and inferior Shoney's Inn & Suites. The guests felt their treatment as HHonors Gold members fell far below expectations. They warned the hotel management they would not return to the DoubleTree Club and were sharing their

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Yours is a Very Bad Hotel A graphic complaint prepared for: Joseph Crosby General Manager Lisa Rinker Front Desk Manager DoubleTree Club Hotel 2828 Southwest Freeway Houston, Texas
In the Early Morning Hours of November 15, 2001, at the DoubleTree Club Houston, We Were Treated Very Badly Indeed. We are Tom Farmer and Shane Atchison of Seattle, Washington. We held guaranteed, confirmed reservations at the DoubleTree Club for the night of November 14-15. These rooms were held for late arrival with a major credit card. Tom is a card-carrying Hilton HHonors Gold VIP Yet when we arrived at 2:00am we were refused rooms!
Refused Rooms Even When Were Confirmed and Guaranteed? Mike, your Night Clerk, said the only rooms left were off-limits because their plumbing and air-conditioning had broken! Hed given away the last good rooms three hours ago! Hed done nothing about finding us accommodation elsewhere! And he was deeply unapologetic!
Quotations from Night Clerk Mike Most of our guests dont arrive at two oclock in the morning. -- 2:08 am, November 15, 2001 Explaining why it was OUR fault that the DoubleTree Club could not honor our guaranteed reservation
We Discussed With Mike the Meaning of the Term Guarantee. guar揃an揃tee (g r n-t ), n. Something that assures a particular outcome or condition: Lack of interest is a guarantee of failure. A promise or an assurance, especially one given in writing, that attests to the quality or durability of a product or service. A pledge that something will be performed in a specified manner. (Save this for your future reference .)
Mike Didnt Much Care. He seemed to have been betting that we wouldnt show up. When we suggested that the least he should have done was line up other rooms for us in advance Mike bristled!
Quotations from Night Clerk Mike I have nothing to apologize to you for. -- 2:10 am, November 15, 2001 Explaining why we were wrong to be upset that our guaranteed rooms werent saved for us
The Career Path of Night Clerk Mike (He peaked last week.) November 15, 2001: Rude Hotel Clerk 1985: Paper Boy 1995: Subway Sandwich Maker 2004: McDonalds Sandwich Maker 2014: Septic Tank Cleaner
Mike Wasnt Too Optimistic About Finding Us a Place to Sleep. 2:15 in the morning is a heck of a time to start looking for two spare hotel rooms! Mike slowly started dialing around town.
Quotations from Night Clerk Mike I dont know if there ARE any hotel rooms around here all these hotels are full. -- 2:12 am, November 15, 2001 Just starting to look for alternate accommodation for us, even though hed filled his own house up by 11:00pm
Mapped Against Other Hospitality Providers, Your DoubleTree Club Fared Badly on November 15, 2001 . GROWTH-ORIENTED HEADING FOR COLLAPSE DESPISES & MISTREATS CUSTOMERS TREATS CUSTOMERS WELL
Mike Finally Found Us Rooms Here. Shoneys Inn & Suites is a dump. It is six miles further away from downtown Houston, which makes a difference in morning rush-hour traffic. Had we wanted to stay at Shoneys, we would have called them in the first place. We could only get smoking rooms.
The Experience Mike Provided Deviated from Usual Treatment of an HHonors Gold Member. Insolence plus insults HHonors points plus frequent-flyer miles Free confusing directions to shabby alternate hotel Free continental breakfast No room available Upgraded room when available Ignored reservation Confirmed reservation Actual Benefits Provided by DoubleTree Club 11/15 Expected HHonors Gold Member Benefits
Jon, a colleague, was arriving in Houston on an overnight flight and coming to join us at the DoubleTree Club first thing in the morning. As we had to go stay elsewhere, we wrote Jon a note and left it in care of Mike the Night Clerk. Even After We Left the DoubleTree Club, Our Troubles Werent Over, as This Timeline Shows.
We Are Very Unlikely to Return to the DoubleTree Club Houston. Lifetime chances of dying in a bathtub: 1 in 10,455 (National Safety Council) Chance of Earth being ejected from the solar system by the gravitational pull of a passing star: 1 in 2,200,000 (University of Michigan) Chance of winning the UK Lottery: 1 in 13,983,816 (UK Lottery) Chance of us returning to the DoubleTree Club Houston: worse than any of those (And what are the chances youd save rooms for us anyway?)
Revenue Lost to the DoubleTree Club Houston as a Result of our November 15 Incident Calendar 2001 Calendar 2002 Shown in U.S. dollars
Well Be Sending This Presentation to Promus Properties. And to some friends. We hope theyll share it with their friends! If youd like a hard copy, email us at: [email_address] Good luck! And give our best to Mike!

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Double Tree Show

  • 1. Yours is a Very Bad Hotel A graphic complaint prepared for: Joseph Crosby General Manager Lisa Rinker Front Desk Manager DoubleTree Club Hotel 2828 Southwest Freeway Houston, Texas
  • 2. In the Early Morning Hours of November 15, 2001, at the DoubleTree Club Houston, We Were Treated Very Badly Indeed. We are Tom Farmer and Shane Atchison of Seattle, Washington. We held guaranteed, confirmed reservations at the DoubleTree Club for the night of November 14-15. These rooms were held for late arrival with a major credit card. Tom is a card-carrying Hilton HHonors Gold VIP Yet when we arrived at 2:00am we were refused rooms!
  • 3. Refused Rooms Even When Were Confirmed and Guaranteed? Mike, your Night Clerk, said the only rooms left were off-limits because their plumbing and air-conditioning had broken! Hed given away the last good rooms three hours ago! Hed done nothing about finding us accommodation elsewhere! And he was deeply unapologetic!
  • 4. Quotations from Night Clerk Mike Most of our guests dont arrive at two oclock in the morning. -- 2:08 am, November 15, 2001 Explaining why it was OUR fault that the DoubleTree Club could not honor our guaranteed reservation
  • 5. We Discussed With Mike the Meaning of the Term Guarantee. guar揃an揃tee (g r n-t ), n. Something that assures a particular outcome or condition: Lack of interest is a guarantee of failure. A promise or an assurance, especially one given in writing, that attests to the quality or durability of a product or service. A pledge that something will be performed in a specified manner. (Save this for your future reference .)
  • 6. Mike Didnt Much Care. He seemed to have been betting that we wouldnt show up. When we suggested that the least he should have done was line up other rooms for us in advance Mike bristled!
  • 7. Quotations from Night Clerk Mike I have nothing to apologize to you for. -- 2:10 am, November 15, 2001 Explaining why we were wrong to be upset that our guaranteed rooms werent saved for us
  • 8. The Career Path of Night Clerk Mike (He peaked last week.) November 15, 2001: Rude Hotel Clerk 1985: Paper Boy 1995: Subway Sandwich Maker 2004: McDonalds Sandwich Maker 2014: Septic Tank Cleaner
  • 9. Mike Wasnt Too Optimistic About Finding Us a Place to Sleep. 2:15 in the morning is a heck of a time to start looking for two spare hotel rooms! Mike slowly started dialing around town.
  • 10. Quotations from Night Clerk Mike I dont know if there ARE any hotel rooms around here all these hotels are full. -- 2:12 am, November 15, 2001 Just starting to look for alternate accommodation for us, even though hed filled his own house up by 11:00pm
  • 11. Mapped Against Other Hospitality Providers, Your DoubleTree Club Fared Badly on November 15, 2001 . GROWTH-ORIENTED HEADING FOR COLLAPSE DESPISES & MISTREATS CUSTOMERS TREATS CUSTOMERS WELL
  • 12. Mike Finally Found Us Rooms Here. Shoneys Inn & Suites is a dump. It is six miles further away from downtown Houston, which makes a difference in morning rush-hour traffic. Had we wanted to stay at Shoneys, we would have called them in the first place. We could only get smoking rooms.
  • 13. The Experience Mike Provided Deviated from Usual Treatment of an HHonors Gold Member. Insolence plus insults HHonors points plus frequent-flyer miles Free confusing directions to shabby alternate hotel Free continental breakfast No room available Upgraded room when available Ignored reservation Confirmed reservation Actual Benefits Provided by DoubleTree Club 11/15 Expected HHonors Gold Member Benefits
  • 14. Jon, a colleague, was arriving in Houston on an overnight flight and coming to join us at the DoubleTree Club first thing in the morning. As we had to go stay elsewhere, we wrote Jon a note and left it in care of Mike the Night Clerk. Even After We Left the DoubleTree Club, Our Troubles Werent Over, as This Timeline Shows.
  • 15. We Are Very Unlikely to Return to the DoubleTree Club Houston. Lifetime chances of dying in a bathtub: 1 in 10,455 (National Safety Council) Chance of Earth being ejected from the solar system by the gravitational pull of a passing star: 1 in 2,200,000 (University of Michigan) Chance of winning the UK Lottery: 1 in 13,983,816 (UK Lottery) Chance of us returning to the DoubleTree Club Houston: worse than any of those (And what are the chances youd save rooms for us anyway?)
  • 16. Revenue Lost to the DoubleTree Club Houston as a Result of our November 15 Incident Calendar 2001 Calendar 2002 Shown in U.S. dollars
  • 17. Well Be Sending This Presentation to Promus Properties. And to some friends. We hope theyll share it with their friends! If youd like a hard copy, email us at: [email_address] Good luck! And give our best to Mike!