- Report: #422202
Report - Rebuttal - Arbitrate
Complaint Review: Intown Suites
Intown Suites6623 Preston Rd Louisville, Kentucky U.S.A.
Intown Suites NO POWER OR HOT WATER and NOONE CARED! Louisville Kentucky
Until one day I went to the office to make my weekly rental payment. You have to do this before 12PM or you are charged a $25 late fee. (They open at 11 AM) I actually was greeted by a very pleasant blond lady- I wish I remembered her name. She was wonderful. She explained other ways we could pay with a credit card so I would not have to leave work and rush over there. NOONE else had even bothered.
She had the maintenance man come right away. He tried to fix it but stated that the head of maintenance would have to look at it. The woman in the office called me within moments and explained that the other maintenance man would not be at the hotel until the next day but she would leave a note for the person that would be at the hotel the following day. His name was ED. He was very rude. He acted as if it were a problem for him to even have to be bothered with our issue.
He spoke very badly to us about the 1st maint man. He claimed he needed to get the parts and would return. Thankfully, We never saw him again. However we still had to give our 2 year old a bath standing up, using a very thin wash cloth to try and stop the drain. We NEVER received the housekeeping service we were promised when we checked in. I could go on and on.
Our biggest problem came after a winter storm knocked out the power to the hotel. The first night you could not find a staff person. I later found out that the staff that lives on the property, a maint man , a courtesy officer and a manager that was from out of town, moved to another one of their hotels that was 1/2 mile down the street. It had power. I was able to find the Courtesy Officer and his wife. They were extremely sympathetic and offered to assist in anyway they could but they were not informed by management of any information or other accomodations.
For 4 days we were without electricity, phone, television. The manager Mike did return during the day but refused to move us to the other location also. I would like to add that it took us forever to find him as he was hidding in a room next to the office. He was very Rude. When we asked for a refund he claimed that the only thing we could get back was our deposit. He expected us to stay in the freezing room with out any lights with a 2 year old child. All the while he was staying at the other hotel with heat and power.
I asked if I could speak to the other lady that had helped me before and he told me that she would not be able to do anything more than he could. also they would not be refunding any money becasue it was "an act of God" that the hotel had no control over. He refused to contact her. I even tried calling the other hotel. Rich, the man that answered the phone stated that he did not have any rooms available. and that if he did he did not have the authority to move us.
I asked him about the other woman and he told me that she was stuck in another state due to the weather. He was very nice and professional. I wish we had checked in at that location. We ended up sleeping on my mother in laws floor for 3 days. Finally, the day the power came back on the lady was back in the office with Mike. You could see that she was trying to assist everyone. When I was able to speak with her, she was very understanding and told us that she would check into giving us a credit for the nights that we did not stay.
She did not give me any promise but at least she acted like she cared. She even remembered my child and asked about his welfare. We decided to check out due to the poor service. I went to the hotel this week and Mike was once again in the office. I asked for the other lady and he rudely informed me that she had been fired and no longer worked there. I found this to be very unprofessional. He claimed that I was lying about the conversation about the credit.
I wonder why they would fire her as she was the only one that seemed to give a crap about my family. I am reporting this hotel to every govt agency I can think of. The staff bailed on all of the people staying at this hotel. I cannot think of anything worse than the way we were treated. Oh Mike did give us the phone number to their corporate office but it was a recording and you had to leave a call back number. WE DID NOT HAVE PHONE SERVICE!!
This report was posted on Ripoff Report on 02/09/2009 07:15 PM and is a permanent record located here: http://www.ripoffreport.com/r/Intown-Suites/Louisville-Kentucky-40219/Intown-Suites-NO-POWER-OR-HOT-WATER-and-NOONE-CARED-Louisville-Kentucky-422202. 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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