• Report: #24584

Complaint Review: Best Western, Holiday Inn, Comfort Inn

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  • Submitted: Sun, July 14, 2002
  • Updated: Fri, May 22, 2009

  • Reported By:Tempe AZ
Best Western, Holiday Inn, Comfort Inn
Nationwide U.S.A.
  • Phone:
  • Web:
  • Category: Hotel

Best Western, Holiday Inn, Comfort Inn Near Eastern Management of Hotels & Motels - A Filthy Rip-off Scam... sheets and towels not always changed. Nationwide

*Consumer Comment: I think this is offensive

*UPDATE EX-employee responds: i don't care who's fellings i hurt but the truth is

*UPDATE Employee: CLEAN Indian-owned hotel

*Consumer Suggestion: Not Racism but Diversity

*Consumer Comment: I think the biggest problem is the corporate standards

*Consumer Comment: Individual results may vary, folks overseas have different standards of cleanliness

*Consumer Comment: Individual results may vary, folks overseas have different standards of cleanliness

*Consumer Comment: Individual results may vary, folks overseas have different standards of cleanliness

*Consumer Comment: Individual results may vary, folks overseas have different standards of cleanliness

*Consumer Suggestion: Protect yourself... Complain to local news

*Consumer Suggestion: The People's Court.. Close down all Choice Hotels until they comply with our standards.

*UPDATE EX-employee responds: money priority, not quality

*Consumer Comment: Indian "Bob" is using a typical line

*Consumer Comment: The Issue is: The Quality of Service of South Asian-run lodging

*UPDATE Employee: Are you American or a Nazi?

*Consumer Comment: The auditor had useful suggestions.

*Consumer Comment: Get Real, In response to how all indians and aisan owners are dirty, shame on you all.

*Consumer Comment: Get Real, In response to how all indians and aisan owners are dirty, shame on you all.

*Consumer Comment: Get Real, In response to how all indians and aisan owners are dirty, shame on you all.

*Consumer Comment: we are no angels ..A lot of companies believe in changing only the check out rooms and not the stayovers.

*Consumer Suggestion: Are You Kidding me ???

*Consumer Suggestion: I do not work for the above mentioned companies, but

*UPDATE Employee: Maybe we need new policies

*Consumer Suggestion: Limit your exposure and enjoy your stay

*UPDATE EX-employee responds: I know you are not being racist

*0: Hypocracy : Your actions don't match your words

*Consumer Comment: Wrong Section

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I have noticed that with the growing trend of Near Easterners grabbing at the American Dream, coming to the United States and buying franchise businesses. My recent experiences with the motel industry this week, July 8-13, 2002, have prompted me to seek out this website and make contact with the personnel who run this. As I vented my anger and frustration, I was grateful to hear that Mr. Magedson, the founder of this fantastic web site, feels the way I do about this situation that we joke about and is even the subject of TV sitcoms. Mr. Magedson told me that if I mention our conversation he would want to emphatically point out that he has no prejudice and that although stereotyping is unfair, it is nonetheless a reality. There are generalities which can be made about almost all ethnicities.

In my travels this last week I thought that I could be fairly well assured of getting a clean room, which is very important to me. My first experience was at a Best Western in Oklahoma City. It was run by Indians and the entire facility was filthy. I had no possiblity of getting another room as I checked and there were no rooms available anywhere, except for another run-down non-franchised flea bag, ironically run by Pakistanis. My room was filthy and when I complained and asked that someone come clean, the management refused using the excuse that no one was available, that the room was already cleaned. The bathroom was filthy and there was debris on the bottom of the toilet seat with pealing paint. There were dark hairs stuck to the shower walls and the mirrors were streaky. I just got the feeling that not only hookers, but also germs came there to breed, and neither cleaned up after themselves. I was so distressed, I ended up having to go buy cleaning supplies and cleaning it myself as the management would not even let me use their supplies.

I was married to a Foreign Service Officer and I was dragged all around the world and subjected to a myriad of living conditions. I always felt that those sacrifices were for my country. Well, we divorced and I came back to the US, hoping to put experiences behind me. I now see that those living conditions have followed me back here. I am an American consumer and demand value for my money based on my way of life, not those of the Near East. It appears to me that the regional political and economic instability, which plays itself out on the battlefields of the Siachen Glacier, and the like, have brought the war to the motel and quickie mart industry in the US. The only difference is that the American public is the loser.

I went on to Indianapolis and changed my reservation ahead of time to a Holiday Inn. When I arrived there, I had the same disturbing news. I knew as soon as I went into the lobby that it was also run by Near Easterners. The smell of curry is a dead give-away. It is also the calling card that my room would again be filthy. The bathroom was also filthy and the carpets were obviously only cleaned in the trafficked area. When I turned down the bed, I saw food on the blanket and suspected that the sheets and pillow cases were not fresh.

The next morning I talked with the cleaning team and they confirmed what I suspected. They all told me that their Indian managers were the worst and most frustrating to work for. They told me that I was right about my suspicions that the rooms were not thoroughly done, but they explained that it was not their fault. To save money on supplies, they are told not to change sheets and towels every day, even between patrons and they are to only vacuum the carpet where people walk, not even under the bed. When people complain the Indians blame their staff, but it is really at their direction. They also are not allowed to fix broken things.

I had this experience two years ago with a Comfort Inn. On top of the filth, the cable was also out for three days. When I travel, TV is very important to me. They refused to fix it and told me they would mail me a refund. They never did and I complained to Choice Hotels Chain. I was completely blown off. I dropped the issue until now. My motivation is not to get something for free, but I feel we are truly being taken advantage of by these Near Eastern "business people."

I am so distressed because I want to travel, in America, and have clean rooms. I feel like my only choice is to stay at Marriott hotels, but with my luck, Marriott will convert to Hinduism. Then when I have to kill myself, but I'll probably end up in Nirvana.

Harry
Chesterfield, Massachusetts

This report was posted on Ripoff Report on 07/14/2002 02:06 AM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Western-Holiday-Inn-Comfort-Inn/nationwide/Best-Western-Holiday-Inn-Comfort-Inn-Near-Eastern-Management-of-Hotels-Motels-A-Filt-24584. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

I think this is offensive

AUTHOR: Honestreviewer20 - (U.S.A.)

I have been to many hotels owned by indians, it isn't true that all of them are bad. Every coin has two sides. So I do know that some hotels owned by Indians are nasty. But come on now people, curry?? It doesn't hurt you does it?? Maybe they smell our food too. Why all this racism?? If Indians didn't own hotels there would be no hotels. I don't know how someone could stereotype all Indians and say they smell like curry and all that. Not just one person but everyone. All I have to say is don't generalize.
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#2 UPDATE EX-employee responds

i don't care who's fellings i hurt but the truth is

AUTHOR: Sarha - (U.S.A.)

indian own hotels are crappy at best! I have worked for choice hotels an I will never never work for an indian (dot not feather) again in my life! My old boss treated me and the other american lady that worked with me like crap. The only time we recived any respect from him is when we turned his sorry ass in to the EEOC for calling us stupid americans. Then he though a 50 cent raise was going to make us drop our case. We stuck to our guns and were fired for filing a case against them our lawsuit setteled out of court because his partners did not want a public trial. Now I can go to college without having to put up with anyone's crap.
moral of story : DON'T stay at a hotel unless it is natural american owned. JUST DON'T DO IT. It is not worth you time or money.

On a side note with all the immigration stuff going on, i'd rather have a bunch of illegal mexicans hanging around the two faced, smelly, uppity middle easterens living here.
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#3 UPDATE Employee

CLEAN Indian-owned hotel

AUTHOR: Crystal - (U.S.A.)

Wow. There seems to be a lot of dissatisfaction toward Indian operated hotels. I hear it all the time. People come into the Comfort Inn where I am a desk clerk and say "This is such a nice hotel it can't be owned by Indians!" They seem astonished when I tell them that it is. Maybe I work at one of the rare ones!

The Comfort Inn I work in is very clean and updated, all because of management. The owner/operators are an India couple who are very strict about our housekeeping policies.
The sheets, blankets, pillowcases, towels, etc. are washed each day whether it is a checkout or stayover. Everything is dusted and polished daily. Every inch of carpet must be vacuumed daily. The maids have to scrub the bathroom floors by hand with a new rag or sponge each day because the owners think mops have too many germs. All glass and mirrors have to be washed daily. The list goes on and on...

There was also a time when they saw two ants in the back stairwell, so they called the exterminator in the middle of the night to come spray the whole hotel. Most people aren't this clean at their own homes!

As for customer service, our pay is docked if we treat a guest rudely. We are coached on ettiquette and professionalism, and most of all SMILING! Most of our staff would go out of their way to guarantee a pleasurable experience in our hotel for the guests. I guess we are this way because we have a pleasant work environment.
I guess I just tell you this to let you know that there are some Indian operated hotels that do offer good service and clean rooms.
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#4 Consumer Suggestion

Not Racism but Diversity

AUTHOR: Garry - (U.S.A.)

I hope we can all agree that racism is as stupid as it is wrong. On the otherhand, there are many strong proponents of internal diversity training within organizations where employees from diferent ethnic, racial, and religous backgrounds are given insight into the cultural differences which can seperate them. I would argue that for those of us within the field, some of the basic tenants of DT need to be applied to the very real problem that has emergered approps the experiences some travelers have encountered with near eastern owned and/or managed motels.

The reality is that near-easterners are disproportionantly represented w/i this field. I don't know what that is, but the near eastern motel owner is taking on some of the trappings of the French Chef or the German Engineer, products of cultures which have unique nexuses with the business. The HUGE difference is that the latter two groups are universally sought after, while many motels make a point of pride of advertising that they are NOT near eastern owned.

It is not that near easterner can't operate a motel, or that they are trying to run bad ones. It does however seem that in many cases they carry with them cultural imperitives that lead them to favor certain business models, some aggressively cut what they consider non essential costs (a crediable business practice of and by itself) but among non essential costs they include changing sheets between rentals. Many others appear resistant to reinvestment in their properties . . . again, owners/mgrs deal every day with questions along the lines of "Do we benefit by replacing/enhancing a, b & C in our rooms and then upping rates 15% or do we stand pat on product and price? Which will better position us in our target market?" Oft times near eastern operators opt to be a low cost provider, believing that the travelers they target value a low rate more than they do new carpet, larger TV, and cleaner rooms. The problem that can follows isn't one of near easterners trying to run a rip off joint as it is a miscommunication between them and their market.

Part of why Wal Mart is so hugely sucessful is that they operate on slim margins, sell at low prices AND manage to do so w/o compromizing in areas important to consumers (their parking lots are well lit, the POS systems don't rampantly malfunction and over charge, etc etc) it is the last area where SOME near eastern owners continue to struggle with cultural and diversity divides.

Same thing with refunds and adjustments. American business practice have bought into a lot of generalized trusims, examples include the 80/20 rule and the 10/1 rule. (The later argues that it costs 10 times as much to capture a customer as it does to retain one.) Problem is that not all businesses generate new customers in the same way, have the same ratios, and even position to rely on repeat customers. Where an American GM might buy into the rule even when the bulk of his traffic is first time transient and thus try very hard, even when it makes no business sense, to placate a customer, a GM from another customer might simply say 'yes, I hear you saying you'll never stay here again, but guess what, right next door another SOB is telling the GM that he'll never stay there again . . .so you avoid my prop and go next door, he'll avoid next door and come here, and I'll be quite happy. So no refund for you!" b/c his myths and cultural imperatives don't lead him to 'the customer is always right' but instead 'new customer is always right around the corner.'

That said, I have seen some very open minded, growth oriented near eastern owners and GM's who have taken 'when in rome do as the romans do' to heart and are delivering well recieved product to American travelers. Diversity training in action.

Couple other points. . . I concur with the gentleman from Texas about keeping your door dbl bolted at all times when in a motel room. Many key making systems do not have dup protection that will alert a desk person to an error, and some of the ones which do achieve it via interface with the front desk computer system . . .but that only means it alerts the clerk if he makes a key in error, if you are in room 110 but 3 hrs earlier had been entered in the computer system as rm 108, than 110 is shown by the Prop Mgmt Syst as vacant and the key coding interface wont save you from an error perpetuating. So take proactive steps for your safety rather than placing blind trust in the motels systems and people.

On that note, don't fall for the load of BS about adjustments on bills being hard to do . . .easiest thing in the world (not to mention that if the computers are glitching up the clerk can give you a signed letter on company letter head confirming that an adjustment is being extended once the computers are back on line. I have no reason to doubt the intentions of the person who posted that it was hard, but believe it was only hard b/c mgmt has made it so at his properties or has drilled it into the heads of many workers. What sometimes happens is a well meaning clerk tries to protect his/her job by saying "I'd like to help you but the computer wont let me" when the truth is "I'd like to help you but the bum I work for fired a girl last month for giving to many adjustments to guests who were dissatisfied with this dump."

I also take issue with 11-7 folks who say they can't assist a gst with a prob b/c they can't leave the desk. In my experiece, edicts such as that from mgt demonstrate a horrid guest service philosophy. Look for motels who operate on a "Guest in the house is worth two in the bush" mindset such that they take on a responsibilty to you as their guest . . .if you have a problem at 12am the auditor will assist you . . .if another potential gst arrives, finds the lobby locked, and moves on, than that is my loss for not having your room ready and right when you checked in.

The idea of an employee telling a gst "I can't help you b/c your problem isn't worth the risk that we might lose business while I'm at your room doing so . .. " It happens, (irrespective of the nationality of the owner/mgr) but IMO it is inexcusable. Also why good motels stress to our housekeeping and engineering people to have the rooms right, and that they are the 'last line of defense' b/c while the auditor - at 2am - is doing what should have been their job at 3pm we're risking losing business . . . but we bare that risk, it isn't the gsts fault

As for energy surcharges and the like. . . they are not always a scam aimed at guests. They are a problem if the facility quotes a room rate, and then at checkout does an 'oh by the way' there was also a $3 surchrage for each of the 4 nts you wre here . . .but many motels quote the surcharge with the rate . . .$70 rm plus $3 per nt surcharge . . .in these instances the seperation between rm and surcharge is so that the ENTIRE surcharge goes toward energy costs . . .simply upping the rm charge from $70 to $73 exposses a portion of that $3 add on to fees from the franchise parent which are tied to 'rm revenue' but exclude set apart charges. BUT while the motel will guote rm rate AND surcharge when a direct inquiry is made, third party resv systems aren't set up to handle such things and thus the gst arrives at the motel uninformed, via shortcomings in the information chain, that the motel will try to collect more than the room rate. There are ways to address this fairly, but they aren't pursued as often as they should be.
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#5 Consumer Comment

I think the biggest problem is the corporate standards

AUTHOR: Kasey - (U.S.A.)

I work for "near eastern" owners of a hotel. I have worked for some that fit the descriptions listed on some of these comments. Years ago I would go to check in a hotel and would see near easterners in the lobby and I would turn around and just walk right out because I knew what was in store for my stay. I never thought I would EVER work for any. My owner wants the rooms very clean and the guests to be happy-but he is Very cheap! If franchisors were consistant through their brands I think hotels regardless of race-gender etc wouldn't be stereotyped as a certain hotel-they either take care of the place to standards or pull the flag. Guests would never know who owned or managed the hotel. My hotel is Indian owned and I am an American woman as a general manager. Some hotels will never change. But I am starting to notice alot of owners are trying very hard and spending alot of money to make their hotels the best they can be and trying to get rid of the old reputation.
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#6 Consumer Comment

Individual results may vary, folks overseas have different standards of cleanliness

AUTHOR: K - (U.S.A.)

While it's true folks overseas have different standards of cleanliness, not all of them run places the same way.

I'd like to recommend Choice Inns, near Chattanooga Tennessee... they were run by Indians, and the place was as clean as could be.

I agree with the previous poster who suggested checking out your room before unloading the car....

It also helps, if you have a cell phone, to have the numbers of several other hotels handy, so you aren't "stuck with this hotel". Some places DO have last minute cancellations and may be able to help you over the phone.

Hope that helps.
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#7 Consumer Comment

Individual results may vary, folks overseas have different standards of cleanliness

AUTHOR: K - (U.S.A.)

While it's true folks overseas have different standards of cleanliness, not all of them run places the same way.

I'd like to recommend Choice Inns, near Chattanooga Tennessee... they were run by Indians, and the place was as clean as could be.

I agree with the previous poster who suggested checking out your room before unloading the car....

It also helps, if you have a cell phone, to have the numbers of several other hotels handy, so you aren't "stuck with this hotel". Some places DO have last minute cancellations and may be able to help you over the phone.

Hope that helps.
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#8 Consumer Comment

Individual results may vary, folks overseas have different standards of cleanliness

AUTHOR: K - (U.S.A.)

While it's true folks overseas have different standards of cleanliness, not all of them run places the same way.

I'd like to recommend Choice Inns, near Chattanooga Tennessee... they were run by Indians, and the place was as clean as could be.

I agree with the previous poster who suggested checking out your room before unloading the car....

It also helps, if you have a cell phone, to have the numbers of several other hotels handy, so you aren't "stuck with this hotel". Some places DO have last minute cancellations and may be able to help you over the phone.

Hope that helps.
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#9 Consumer Comment

Individual results may vary, folks overseas have different standards of cleanliness

AUTHOR: K - (U.S.A.)

While it's true folks overseas have different standards of cleanliness, not all of them run places the same way.

I'd like to recommend Choice Inns, near Chattanooga Tennessee... they were run by Indians, and the place was as clean as could be.

I agree with the previous poster who suggested checking out your room before unloading the car....

It also helps, if you have a cell phone, to have the numbers of several other hotels handy, so you aren't "stuck with this hotel". Some places DO have last minute cancellations and may be able to help you over the phone.

Hope that helps.
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#10 Consumer Suggestion

Protect yourself... Complain to local news

AUTHOR: Moe - (U.S.A.)

As some one who travels a lot during the year and stays at a lot of different hotels I have encountered everything from flop houses to nice hotels.

I have not noticed a preponderence of problems with hotels ran by middle easterners vs those ran by canadians or those ran by americans (white or black)

The auditors suggestions are right on the money and common sense.

Always pay by credit card, remember if there is a dispute and it is unable to b e resolved while you are at the hotel you can always file a complaint with your credit card company. MC and Visa normally tend to side with the consumer, and to many charge backs will result in them pulling that companies ability to use accept that credit card.

Also remmeber the squeaky wheel gets the grease. If not happy complain, complain in writing. Complain to the CEO of the company. Complain to local news investigative reporters.
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#11 Consumer Suggestion

The People's Court.. Close down all Choice Hotels until they comply with our standards.

AUTHOR: Bill - (U.S.A.)

I am sick and tired of going to these dirty indian hotels and getting sick from the nausiating smells and staying tired because I can't sleep.

I am not a rich man and am forced to stay at cheap places. Thanks to the lousy economy, I have had no steady paying job for almost 4 years and have to travel to find work. I'm tired of getting ripped off.

Why can't the government protect us from crap like this. We need a European system of hostels. Even the Indian-run hostels meet the government standard or they get closed down. The FDA protects us from bad food. Why can't there be a federal CPA (Consumer Protection Agency) that establishes all kinds of standards for businesses, and if they don't meet them, they get shut down?

Then maybe my bathroom would stop smelling like curry!
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#12 UPDATE EX-employee responds

money priority, not quality

AUTHOR: Julieann - (U.S.A.)

the Econo lodge on Dunn road. is owned by indians and its very dirty. and large cockroachs all over and drugs are being sold, as i was offered some when i worked there. i was there 3 months and was embaressed to have people stay there. dirty sheets. used condoms under bed.blood on the walls, and dog crap on side of the bed. when i would ask why the place wasnt fixed up. they said they would just ruin it again anyway. it was an unsafe place to work. it smelled of hot curry all the time. i quit moved to j.c. ks. and went to work for best western. new hotel. owned by indians again. i worked 3 weeks on 24/7 only a 1/2 day off. i was told by another owner of holiday inn express (another indian) that front desk people were needed there and he has closed circuit t.v. in his home so he can watch everyone. the owners of the ramada limited also owned by indians and stunk. i resent the fact that these forgieners can buy up hotels. and my son and others like him are fighting in Iraq.and these people dont contribute except to tell me that why is it such a big deal about the military!!! I want to know how I find out how many middle easterners own hotels and motels in the U.S. and why isnt something being done about the service and poor treatment of employees.
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#13 Consumer Comment

Indian "Bob" is using a typical line

AUTHOR: Daniel - (U.S.A.)

What a crock. The Choice Hotels are quite commonly owned by Near Easterners and I rarely have had a good experience because of it. First, I stayed at an econo lodge near O'Hare Airport, run by a near easterner, and had a horrible stay several years ago.

I had been stranded for weather, while travelling by air, so I just got a place that was available. I should have known that in that situation, if it were available, it was not that desirable.

I complained and they blew me off. They had a million excuses, but the bottom line was they got my money and made no effort to provide satisfaction. I even asked for my money back and they said that I could select another room. When I asked to see another room... and then another, each worse than the next. However, they refused to return my money.

My sheets were dirty, the showers were not cleaned, the carpets were wet and smelly. I had the creeps the whole night and slept (so to speak) in my clothes, as did my wife an newborn baby.

Then I stayed at a comfort inn near Virginia Beach, which was set up by my agent, although I had to pay for it. I didn't even know the name of the hotel until I showed up. I worked all day and showed up tired after getting something to eat. All I wanted to do is relax and get to sleep. The room was completely unsatisfactory. The towels were dirty, the bathtub had hair in it, the satellite was out and there was no television reception.

I called to the front desk and they said there was no one on duty to handle any of the problems. I would have to handle it in the morning. I demanded my money back the next day and the Indian manager again had a million excuses, and finally said that I should call him and he would "take care of me." He was very apologetic about the satellite and the new staff, since he had just taken over.

When I called him, he ducked my calls and after two months told me that he never made any such promise. I filed a detailed complaint with Choice Hotels and they said that they had nothing to do with the individual franchises. I have never stayed in a Choice Hotel since.

So, Bob's claim about failure in an inspection jeopardizing their business is horse shit.

I encourage everyone to boycott Choice Hotels and Near Eastern-run establishments.
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#14 Consumer Comment

The Issue is: The Quality of Service of South Asian-run lodging

AUTHOR: Dr. Jerry - (U.S.A.)

My Comments are directed to "Bob" the indian:

You raise an interesting argument to some of the comments above, but I am not sure which individual comment set it was to which you were responding. You might wish to be considerably more directed in your comments so that those of us who wish to participate in the debate will not get sidetracked.

One of the interesting things you point out is the argument of the taxes the Indians, inn particular (pun intended), pay in this country. The government of India and many of its people have been guilty of a similar type of rascism, in your country of origin. So, it is hypocritical of you to use that argument.

It was the Indian government and the Brahmans who were more concerned about its own reputation than the betterment of its people, when they affixed a policy of isolation and objected specifically to the efforts of Mother Teresa to help the Indian poor, just because she was not only non-Indian, but also because she was White.

Ironically she was able to stay because she was doing work they didn't want to do.

I don't blame you for being sensitive about the matter, but you have fallen prey to the falicy of an ad hominem attack by calling a person a "nazi" because they took a position which was offensive to you. I have plenty of ammunition which would more than amply justify similar attitudes about Indians and Pakistani, who incidentally are not the best of friends either. (Need I remind you of the Siachen Glacier over which these countries fight?)

Be careful! India was a close ally of the Soviet Union during the Cold War and often allowed themselves to be used as Soviet surrogates. Pakistan has also traditionally been closely allied with Iran. Do you want to receive the reciprocal backlash of the similar associations. Imagine angry rednecks shouting invectives like, "Indian Communists" or "Pakistani terrorists."

Let's deal with the facts. Indian and Pakistani-run hotels and motels are GENERALLY substandard. I will provide statistics to anyone who wishes to receive them, after RoR checks you out.

One final thought, Bharatiya Janata Party's mentor, Rashriya Swayamsewak Sangh is an unabashed admirer of Adolph Hitler. So, I ask you, "Who is the Nazi?"
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#15 UPDATE Employee

Are you American or a Nazi?

AUTHOR: Bob - (U.S.A.)

I am indian and have been in the hotel industry for 12 years. From the 1996 till present I own a Comfort Inn franchise. I first of all would like to say how insulted I am by some of the above comments. The hotel industry has gotten so competitive in the last 15 years that franchise companies have made customer service a priority. These companies are very strict when they come to do your inspections. Inspections are judged individually in 3 seperate categories, which are Housekeeping, Maintenance and Administration. The maximum scor in each department is a thousand. Any score below 925 is a failure. If you fail an inspection you have 90 days to take corrective action, if the hotel does not comply within that time frame they are terminated and sewed for liquidated damages. Now, my response to the original letter. I find it hard to believe this gentleman in one trip had all these problems and only at foreign owned hotels (mainly Indian or Pakistani). First of all if you know any thing about the hotel chains that you mention, you would know that These perticular chains have probably the strictest policies in the industry. As you do not know then do some research on the net or contact the chains directly they will gladly help you. Your comments are nothing but racist. If you had called Choice Hotels to make a complain, trust me I know they would definatly investigate it. Have you always only had problems with indians or have had other problems with other races eg. white people in lets say a restaurant or retail store. Your story should be featured in the cartoon section as it is so funny. Did you know the hotel segment you critize to be flood by indians is the biggest and most popular segment. Business travellers choose this section more than those over chains and they travel through out the year. However I am going to offer you a sollution, you pay all of the taxes that we indians pay combined each and every year and we will give up the hotels. But, if we give up the hotels and you don't live up to yours .........well i'll let you figure that out.
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#16 Consumer Comment

The auditor had useful suggestions.

AUTHOR: Nick - (U.S.A.)

The auditor had useful suggestions. I worked for years in FL, there is no such law about how many rooms at what rate etc. The sheet thing is a scam. I worked for Starwood in systems and I went to the W Hotel in NYC. They claim not to change your sheets due to environmental reasons. Scam. I was there at the regional meeting when they said it was to save money. Usually I just wipe the sheets with my coffe from the coffe maker. Therefore they are dirty and have to be replaced. Would you believe these Yahoos at the W Hotel in Time Sq actually made my be up with the dirty sheets. I was so mad. I have worked at motel 6 and Fours Seasons and no matter what type of hotel people want a clean room. That should NEVER be negotiable. And the Motel 6 in Arlington Heights IL is one of the few GOOD ONES. I worked my first job as a night auditor at Red Roof Inn (before Accor bought them they were nice) and I was 17 years old. How safe would you really feel knowing 135 rooms depend on ONE EMPLOYEE working all by himself 11pm-7am. Guests wanted me to come to their room. Not likely. That is why check your room out first thing. THE AUDITOR ABOVE WAS RIGHT.
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#17 Consumer Comment

Get Real, In response to how all indians and aisan owners are dirty, shame on you all.

AUTHOR: Erica - (U.S.A.)

In response to how all indians and aisan owners are dirty, shame on you all. i work for a hotel owned and operated by indians and they are the absolute best bosses i have ever had. they trully care about the customer and try to satisfy them at all cost, and that is coming from a full blooded southern american woman. i understand that some people do have bad experiences with another individual, but dont characterize that situation with a whole race. i believe it is unfair and insulting to write such nasty things about a particular race based on a bad experience with an individual. it really puts ideas in peoples heads and spreads this stereotype to others who may not want to contribute to asian run businesses, and who does that affect? hmmmm maybe me, a girl putting herself through college by being employeed by these indians who are so bad and dirty. shame on all of you who sterotype all these workers. they cannot help where they are from, but only what type of person they are.
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#18 Consumer Comment

Get Real, In response to how all indians and aisan owners are dirty, shame on you all.

AUTHOR: Erica - (U.S.A.)

In response to how all indians and aisan owners are dirty, shame on you all. i work for a hotel owned and operated by indians and they are the absolute best bosses i have ever had. they trully care about the customer and try to satisfy them at all cost, and that is coming from a full blooded southern american woman. i understand that some people do have bad experiences with another individual, but dont characterize that situation with a whole race. i believe it is unfair and insulting to write such nasty things about a particular race based on a bad experience with an individual. it really puts ideas in peoples heads and spreads this stereotype to others who may not want to contribute to asian run businesses, and who does that affect? hmmmm maybe me, a girl putting herself through college by being employeed by these indians who are so bad and dirty. shame on all of you who sterotype all these workers. they cannot help where they are from, but only what type of person they are.
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#19 Consumer Comment

Get Real, In response to how all indians and aisan owners are dirty, shame on you all.

AUTHOR: Erica - (U.S.A.)

In response to how all indians and aisan owners are dirty, shame on you all. i work for a hotel owned and operated by indians and they are the absolute best bosses i have ever had. they trully care about the customer and try to satisfy them at all cost, and that is coming from a full blooded southern american woman. i understand that some people do have bad experiences with another individual, but dont characterize that situation with a whole race. i believe it is unfair and insulting to write such nasty things about a particular race based on a bad experience with an individual. it really puts ideas in peoples heads and spreads this stereotype to others who may not want to contribute to asian run businesses, and who does that affect? hmmmm maybe me, a girl putting herself through college by being employeed by these indians who are so bad and dirty. shame on all of you who sterotype all these workers. they cannot help where they are from, but only what type of person they are.
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#20 Consumer Comment

we are no angels ..A lot of companies believe in changing only the check out rooms and not the stayovers.

AUTHOR: Mark - (U.S.A.)

I have been in the hotel business for over 20 years. It is sad and true that it can happen(sheets not being changed properly even the hotels that get inspected by the brand.

A lot of companies believe in changing only the check out rooms and not the stayovers.

And their companies not meeting the standards of the brand ie Holiday Inn, Hampton Inn and are still carying their flag.

The operators are not maintaing the hotels and visitors who think wow are getting the raw deal of the brands ie Bass-so. az hotel .These owners are from all cultures just not paying attention to detail.
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#21 Consumer Suggestion

Are You Kidding me ???

AUTHOR: Bob - (U.S.A.)

In response to the comments made by Mathis. No disrespect intended but, you have got to be kidding me with some of your comments. It looks as though you took comments out of some sort of procedural book & you sound very much like a night auditor. While rules regulations and laws vary, any hotel that puts a rate on a billboard needs to have the necessary disclaimers. In Florida, you have to identify the dates the rate is available and how many rooms are avilable at that rate. This way, the consumer is protected and any potential dispute can be substantiated by hotel records. Corections or Adjustments are a hassle ? Come on. Nearly every chain has some sort of property management system that allows for adjustments or corrections. Even old NCR machines have the capability. I doubt very seriously any guest would be upset to wait for a refund or adjustment. They may be upet at the mistake but I find it hard to believe they would walk away from a refund. ENEREGY SURCHARGES ? You are playing with fire on that one. Go to your states Attorney General website and take a look at the thousands of complaints that are filed. If I could collect $1 for every complaint for energy surcharges at hotels, I would retire by Friday. Wrong Keys ? Most hotels have some sort of electronic key system, and those problems just should not happen. Obviously mistakes by desk clerks can cause this but most electronic systems will also alert you that you are making a key for an already occupied room. Again, human error is the reason. It boils down to bad training, follow up, and management. If you work at a place that has a problem with this, it is simply a matter of time before you encounter a law suit.
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#22 Consumer Suggestion

I do not work for the above mentioned companies, but

AUTHOR: Mathis Rogers - (U.S.A.)

I have been in the Hotel/Motel business since 1983. I am currently the Night Auditor (11 PM 7 AM desk clerk) at a limited hotel and Relief Auditor (work on the Night Auditor's two days off) at a full service hotel. I have a few suggestions for those traveling that might solve some of the problems mentioned above and some that aren't mentioned.

1: When possible, plan your trips so that you know where you are going to be spending the night and make an advance reservation. Most places have websites and you can check out the view of the hotel/motel and see what is located near it for eating etc. You will need a major credit card to guarantee the reservation because you probably won't be there before their cancellation policy. If you do not show up, then you will be billed for the room for one night room and tax. That's what a guarantee means, they guarantee they will have a room for you, and you will pay for it if you don't show up, because they're holding it for you all night. If you drive until you're exhausted, you're not coherent enough to know what you're getting into when you check in and you usually get the last few rooms at 2:00 in the morning, and if the hotel is busy, the selection is limited. If you're going to need a roll-a-way, or anything extra, ask for it when you make the reservation. Most motels and limited hotels have only one clerk on duty at night and they aren't allowed to leave the desk and it's difficult to get anything late.

2: Don't expect to get the rate that is posted on the billboard a mile or so from town. That is usually the one person - one bed rate, and usually only a limited number of those are available. Sometimes, there is something wrong with those rooms, that's why the cheap rate - You're getting the discount up front. Also, sometimes that is a seasonal rate, or if the hotel/motel is running full, they won't offer that rate. Notice that it usually says FROM $XX.00, or $XX.00 UP) You may ask at check in if there are any specials that you may qualify for, and the clerk will generally be happy to offer one to you. It is okay to mention that you saw the sign down the road, and to ask if it's available, but don't expect it. But always ask at check in - never wait until checkout because the computer systems we use make it difficult to make adjustments and these adjustments will slow down your checkout process - especially if there's a new clerk on duty.

3: (Which is probably most important.) Before you take anything out of the car, go to the room and inspect it. Flush the toilet to make sure it is working. Make sure the TV is working. The heater/air conditioner - everything. Pull back the bedding and make sure it's clean. If anything is wrong, go to the front desk and demand satisfaction right then - don't bother calling them. If they're the only person there, there is nothing they can do for you except move you and you'll have to go get the key anyway. If you wait until morning, you've already used the room and they're less likely to be sympathetic because you chose to suffer through the night.

4: You may not believe in Karma, and that's fine. But I find it interesting that most of the time when someone has a problem with a room; they have paid cash for it. It is a lot easier for you to get a refund if you have paid by credit card. Most hotels/motels don't charge the credit card until you check out, but they do authorize the credit card for a certain percentage over the amount of room and tax. Where I work it's 10%. You may pay cash at check out and your card will be de-authorized. Most places don't take personal checks anymore, so be prepared to pay either cash or credit card. The reason that it's easier to get a refund by credit card is because when the shift is over, the clerk drops the money you paid at check in, and only has what is maintained in the drawer at all times. They may not have enough, depending on the amount. Also, if the property manager doesn't meet your satisfaction, and neither does the corporate office, or franchise's customer service department, you can always call your credit card company and explain the situation to them. They will investigate it and can issue a charge back if they agree with you.

5: There have been a lot of credit card frauds lately. Therefore, most hotels now require that the name on the credit card matches your face and your name on your state issued ID or state issued drivers license. Don't try to walk in with your spouses' or boss' credit card because they won't take it, unless your spouse or boss is standing next to you with their ID, too. At one place I work, we had a lady come in with her husband's credit card. Four days later, she checked out and left. A month later we received a charge back because they were in the middle of a divorce. Requiring proof that the credit card is yours, not only protects you, but it also protects the hotel/motel.

6: Now this is what I call an oxymoron. When you make a reservation and give the credit card to guarantee it that does not mean that you have paid for the room. You still must present your proper form of payment and ID at check in and they must match as above. However, if you don't show up or cancel by the hotel's cancellation time, the hotel's guarantee policy will allow them to charge you for that reservation to that same credit card. When canceling a reservation, always get the name of the person you are speaking to, and the cancellation number. The date and time you called might come in handy, too. Write it down.

7: When you arrive, ask if there are any unadvertised charges. The hotel I relief at has a fifty cent per local call charge, and for a while was charging a $2.00 per night as an "Energy Surcharge". A five day stay added an additional $10.00 to the bill.

And finally, a couple of security issues:

1: ALWAYS make sure you use the deadbolt on the door in the room. There are several times that a desk clerk will give out the wrong key. It happens frequently at the place I do relief audit, but I won't go into the reason for it here. However, if the deadbolt is in place, then only someone with a master key can get into the room, and maybe not then.

2: NEVER open the door without looking through the peephole to see who is there, if someone knocks on the door. At one place I worked, the entrances were outside and people would knock on the door asking for money. ALWAYS tell them, through the door without opening it, to go to the front desk, and then you call the front desk and report that someone is knocking on doors asking for money. The desk will handle it.

I do hope that I have helped some of the travelers see what they might run into while on the road, and what to do about them if an instance mentioned here arises. Also, please remember that YOUR attitude in a bad situation really does make a difference in how some proprietors handle the situation. If you come to the desk ranting and raving, they will go on the defensive and you will probably not get any satisfaction. If you come in and calmly explain the situation and realize that the desk clerk is not responsible for the problem (unless he/she are the ones who caused it, or if he/she is the owner/manager), they will generally try to make amends to your satisfaction. Although, I too, have heard horror stories about desk clerks, but I won't go there, now, either.
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#23 UPDATE Employee

Maybe we need new policies

AUTHOR: Tim - (U.S.A.)

This is a very interesting report. I would normally dismiss the oringinal report as racist and closed-minded. In thinking about it, however, I can see a rather valid point here. Unfortunately, discussion of this point, if not conducted carefully and conscientiously, comes off as racist. I don't see racism on the part of the consumer, or intentional apathy on the part of the proprietors as being the problem.

Instead, the problem is the cultural differences between the middle (not the near) east and the U.S. We expect a level of cleanliness and sanitation that does not exist in the middle east. We also have tax system that makes it very profitable for middle eastern families to swap American based businesses between one another. The middle easterners are simply trying, with a great deal of success, to overcome economic difficulties back home.

Unfortunately, they often fail to recognize that our health standards and our environmental expectations are much higher than theirs. I am the last person to stereotype, stereotypes are not based in fact; that middle easterners are not as concerned with cleanliness as we are is a fact.

I'm not passing judgement, I'm not saying "we need to get the smelly Arabs out of our country," in fact I'm glad that they are here, some of the most interesting conversations I've ever had have been with the Sikh family that owns a chain of local gas stations. But, when I patronize their stores, I can't help but notice the distinctions between them and other locally owned shops.

Perhaps the solution is closer scrutiny of foreign owned businesses that are covered by health codes. Laws are in place to ensure cleanliness in places like restaurants, stores and hotels. We should welcome these enterpreneurs into our country, but we should also recognize that they are not always familiar with our standards. A good and fair policy for public agencies and the parent hotel companies would be to require that business owners from nations with poor or lax sanitation policies be educated and heavily scrutinized to ensure compliance with our local laws.
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#24 Consumer Suggestion

Limit your exposure and enjoy your stay

AUTHOR: Bob - (U.S.A.)

There are numerous foreign owned and operated hotels in nearly every hotel chain out there. Some operators are better than others. The ethnic reference you have made to how certain foreign opertated hotels is perhaps a stereotype in the consumers mind and to some degree it is also one within the hotel community.

The wide majority of hotels have to adhere to certain terms and conditions. The hotel chains regularly inspect hotels for quality and compliance. Some are tougher than others. Believe it or not Best Western has very strict guidelines and is making an effort to weed out the undesireable operators.

The inspection process is only as good as those who are inspecting. If you were to go to a brand conference such as Holiday Inns, Best Western, or most of the Cendant Brands (8 different branded hotels) you would find a great deal of the participants are from the near east. Obviously some operators are better than others. I suggest that when you travel if you are simply looking for a clean room with good service, go to the chains that are well known for those attributes i.e. Marriott, Hilton. The name however does not guarantee anything BUT a number of hotel chains have a 100% satisfaction guarantee (Hampton Inn's)

If they cant correct a problem you have to your satisfaction,(give the hotels a chance to correct your problem) then they do not expect you to pay. Several chains have this 100% guarantee and its all over their printed collateral. These chains are quality driven and could care less who owns the hotel, who operates the hotel, who manages the hotel or where anyone is from.

The bottom line is that they want you as a return guest becuase it is 10 times as expensive to attract new guests as it is to retain the ones that they could have if they just provide the basics. Good luck.
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#25 UPDATE EX-employee responds

I know you are not being racist

AUTHOR: Kathy - (U.S.A.)

This consumer is making a correct observation. I have been a front desk clerk in many hotels-I have worked for one that was foreigned owned.

I am in the process now of getting something scanned by my middle easterner employer-Bush blew off my complaint when he was governor of Texas. However this is a different category. This about about the sanitaryiness of mid-eastern people.

Gary Bahkta or the Comfort Inn in BeaumontTX-this is a mid-to semi upper class hotel (and even the lower class hotels should be cleaned)was the hotel manager.

1. To cut back on expenses, he had the maids water down the cleaning solutions. It was not long before the guest started complaining of an unclean smell in the rooms. Gary's solution was to put a bottle of lysol at the front desk so I could tell the guest to come get the lysol and spray the room.

2. Bugs-Beaumont TX is pretty high in humidity so there were bugs. Sometimes when I was checking the guest in, Gary (and sometimes his wife) would make loud slapping noises on the counter to kill the bugs with their hands. As a customer-I would have walked out of that hotel.

3. SHEETS-I had a customer who checked in the hotel and called me to say his sheets were dirty-and asked for someone to come change the sheets. That was a very patient customer-I would have demanded my money back immediately. He was one person, but had two beds in his room and Gary's told me to tell the customer to use the other bed. I DID NO SUCH THING. First of all, taht customer would have never believed a manager was giving those instructions to an employee. Hours later, Gary and his wife decided to go change the sheets and then when Gary came back to the front desk-he said there were only a couple of hairs on the bed.

4. He kept a plunger at the front desk and when the guest had backed up toilets-this was a common problem in this hotel for some reason-he wanted me to tell the guest to come get the plunger to unstop their own toilets.

5.Safety Concerns; If the guest did not pick up the paper work on check in/out-they would put the same paper backwards in the printer. If a customer asked for a receipt-he sometimes got a paper with another customers name, address, credit card information etc..on the back of his copy.

When I was working there-I did call Rick at choice hotels myself-and the problems did clear up some. But I do not know how it got after I left.

This person is not making a racist statement-he (or she) is making an accurate statement. Before you defend the middle easterners to much-I really do think that in my personal situation, Bushes attitude about my complaint (very much like the ones calling this person a racist) is what lead up to oppurtunities of America getting attacked. I should have the posting up later today (if I get my paper scanned)and it will probably be under the something like government issues. I will not discuss it here.

I am not a racist against mid-easterners-and I think they should have the same rights-but not more than-Americans.
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#26 0

Hypocracy : Your actions don't match your words

AUTHOR: - ()

At least I am honest. I know how you uppity Bostonian are. I bet you live in one of those all-white sections and don't really even have a clue as to what I am talking about. You are probably one of those social climbers, ashamed of your own heritage until now. You made it to the all-white, upper middle-class neighborhoods that 20 years ago would not have even taken you. So, now you are part of the Marxist chic! You are a hypocrite. How many close friends do you have that are non-white? How many foreign languages do you speak? Yiddish doesn't count. (I only mention that because I want you to know how good one can get at generalizing. There are accuracies involved.)



You make so many gratuitous assertions that I will just as gratuitously dismiss them. It is so obvious that you didn't even read my comments. I will match my world experiences and foreign language capability and cross-cultural understanding against yours any day. How many countries have you visited? and for how long?



But, if you are such a proponent of the Near East infusion, go stay in one of their establishments and see if I am not telling the truth. Tell me you can't smell and see a difference right away. What experience do you have to the contrary. That is the only acceptable form for critical debate in this matter.
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#27 Consumer Comment

Wrong Section

AUTHOR: Melissa - ()

Im confused why you put your complaint in the Hotel section, seeing thats the secondary complaint. Obviously your first is with people from the "Near East"



Realistically it should be in the 'I am not a racist, really' section. Fortunately there is no section for that, so I guess the 'bigot' section would suffice.



Ideally there would be a section for 'small minded thoughts'. Maybe I could make that suggestion to the webmaster and recommend you for the spokesman. Better yet, 'small thoughts, from small towns', (Chesterfield, MA, pop. 1200).



I do realize Chesterfield must be limited on activities, but I hope the majority of the people have better things to do than to sit in front of their computer, and spew racist comments at people who actually make something out of their life (owning a part of a major hotel chain), unlike you have.



Melissa

Boston
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