Bad Service And Unprofessional As Retold By A Colleagues Personal Experience.

Reblogger George Souto
Mortgage and Lending with George Souto NMLS #65149 FHA, CHFA, VA Mortgages NMLS #65149

We need to use the power of the Internet when things like this happen.  This sort of thing is unacceptable, and those that try to pull stunts like this need to be reprimanded.

One would not expect that a well know Motel chain like La Quinta Inn would pull a scam like this, and hopefully upper management was not aware of this.  However, they are aware of it now and it would be interesting to see how they handle it.

Use the power of the Internet to pass this along!

Original content by Nick T Pappas

Unprofessional And Bad Service As Retold By A Colleagues Personal Experience.

I recently participated in the Trail of Tears motorcycle ride through northern Alabama along with several thousand other riders here and across southern Tennessee.  Bringing business and spending money in areas that don't usually see large amounts of people at one time like this.

An agent in my office also participated with his wife in the Trail of Tears, but decided to take the route through southern Tennessee, beginning his trip in Chattanooga TN.  I don't usually put out information like this, but because I know the agent...I believe what he is telling me and am thinking of others on the road lured into a similar situation...being told one thing to find out that's just not the case or to put it bluntly...getting scammed miles from home.  The following email was sent by John Holland explaining his experience at the La Quinta in Chattanooga TN to the CEO, Wayne Goldberg, of LA Quinta.  In La Quinta's defense Mr. Goldberg returned Mr. Hollands email with a phone call saying that the subject of the following email is not company policy and he would get to the bottom of it.

Take away what you will, but if I had planned a trip, booked a room, received a confirmation number for a stated price and then once arriving was told that would not be honored...I'm going to let people know about it.  I wonder how long a real estate agent would be in business if this was the sort of service he/she doled out?

 


--- On Mon, 9/20/10, John Holland <jhollandremax@yahoo.com> wrote:


From: John Holland <jhollandremax@yahoo.com>
Subject: John Holland Problem @ La Quinta Chatanooga TN
To: wayne.goldberg@laquinta.com
Date: Monday, September 20, 2010, 11:20 AM

I recently reserved a hotel room at the La Quinta Inn located @ 100 West 21st Street Chatanooga , TN.  I called about a week before we arrived on Sept. 17th 2010. When I was searching hotel prices on the internet I ran across a coupon for the La Quinta Inn located at the above address, the coupon reads weekend deals from $49.00 Valid from 7/16/2010 so I called and spoke with them about it. The person (man) asks me if I wanted two beds or 1 and I chose the 1 bed. After he gave me a confirmation number I ask him if he needed the coupon and he told me to bring it. This was suppose to be a weekend of pleasant memorable times for my wife and I seeing that we were celebrating our 27th anniversary and was going to ride in the annual Trail of Tears motorcycle ride from beginning to end for the first time. After a 2 hour motorcycle trip from Harvest Al. we arrived at the La Quinta Inn in Chatanooga, we got our bags and went in to get our room. I spoke with the front desk jerk…clerk Jeff and told him that I had made my reservations and had brought the coupon for them. He did not have me in the system for the $49 coupon deal that I had a confirmation on it was $69 instead. He said he would check with his manager and let me know. We took our card key and went to our room. About 15 to 20 minutes later I had not heard anything from Jeff and told my wife that  I was going down to the front desk to make sure we get our deal because I did not want to wait until we check out and there be an argument about the price. When I got down there Jeff was there at the desk and I ask him if he had spoke with his manager to make sure that we were getting the room for what we were told, Jeff said No! We are not doing it (very Ugly!) I said I wanted to speak with the manager and to my right was a lady and she said she was the manager. I ask her why someone would tell me one thing on the phone and then not honor it when we got there. She was in no way sympathetic and in no way professional about the situation at all and said no also. I then look to my right and there was a person sitting at a desk in an office, his name was Ross Lamoureaux General Manager I ask him why someone would lie to me and not give me the deal, He was VERY HATEFUL! And said he was not going to honor the coupon and said he could ask me to leave the hotel. And then I said I wanted the police to come and to see what they might have to say about this. Then they said they wanted my wife and I to leave and I said I wanted the police to come. Jeff called the police and told them that they had a person here that they had ask to leave and he was still there…this was not the reason for the police to come, I wanted them to come! When the police arrived my wife and I met them at the door and told them what had happened. They went in to talk while we waited outside. After a few minutes the officer came back out and said there was nothing he could do and that it seems like a scam to get people to come and not honor the coupon. So I called my credit card company to see about any payments that might have been on there from La Quinta and there was a payment pending for $80. I did get a receipt for a 0 balance when we left and ask if they would give me something in writing that I would not be charged anything but they would not do that. I am 50 years old and deal with people everyday in the real estate business and I always treat customers with the respect that I would want. These 3 individuals at this hotel were very hateful and un-professional especially Ross and Jeff. The Trail of Tears annual ride brings tens of thousands of people to Tennessee and Alabama each year and we communicate our experiences through different forums on the internet. Is this La Quinta at it’s Best?

John Holland

256-797-0610

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Rainmaker
1,329,012
Nick T Pappas
Assoc. Broker/Broker ABR, CRS, SFR, e-Pro, @Homes Realty Group, @HomesBirmingham & Providence Property Mgmnt, LLC Hun... - Huntsville, AL
Madison & Huntsville Alabama Real Estate Resource

George, thank you so very much for the re-blog.  I felt that getting this story out was important and there really wasn't much hesitation as to whether or not I should.  The thought did cross my mind of slander and liable against me, but I know the agent and he does have proof to support his statement.

Sep 21, 2010 12:13 PM #1
Rainer
104,867
Debbie Aldrich
The Watts Group Real Estate - Cottonwood Heights, UT
Salt Lake City Realtor - Salt Lake County, Cottonwood Heights

George, It amazes in our economy that anyone would give bad service or practice bad business.  I told my own story recently of the terrible Customer service we recieved at Precision Time. 

Sep 21, 2010 12:20 PM #2
Rainmaker
1,267,908
Al & Peggy Cunningham, Brokers
RE/MAX West Realty Inc., Brokerage - Brampton, ON
Our Family Wants To Help Your Family!

George this is just outrageous! No wonder Nick brought it out. We thought that is what a confirmation was all about, to confirm! That is the first error the second of course is how it was handled. Know which hotel is off our list, don't you! 

Sep 21, 2010 12:59 PM #3
Rainer
104,867
Debbie Aldrich
The Watts Group Real Estate - Cottonwood Heights, UT
Salt Lake City Realtor - Salt Lake County, Cottonwood Heights

George, FYI , I am finally close to reaching 100,000 points.  I kind of took a bit of a break for several months which led to my not reach that magic # earlier, but I'm back in action.

Sep 21, 2010 01:21 PM #4
Ambassador
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George Souto
George Souto NMLS #65149 FHA, CHFA, VA Mortgages - Middletown, CT
Your Connecticut Mortgage Expert

Nick, some times we need to stick our nose out there for the right thing, and this type of behavior needs to be reported

Debbie I remember your blog about that and I was thinking about it as I was reading Nick's blog.

Al and Peggy they are off my list as well unless I here that they took care of this matter and made things right.

Debbie I notice that and I will keep an eye on the point total.  The first 100K is a special milestone.

Sep 22, 2010 08:28 AM #5
Ambassador
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1~Judi Barrett
Integrity Real Estate Services 118 SE AVE N, Idabel, OK 74745 - Idabel, OK
BS Ed, Integrity Real Estate Services -IDABEL OK

The name Ross Lamoureaux is on a trip advisor bad report from 2007 for a Days Inn in Baton Rouge.  I didn't know if I should put the link in here or not.Wonder if it's the same person.

Judi

Sep 23, 2010 02:57 PM #6
Rainmaker
564,104
Chris Olsen
Olsen Ziegler Realty - Cleveland, OH
Broker Owner Cleveland Ohio Real Estate

A company would be wise to respond in writing, in public, and if any employee is found to treat a client poorly, let alone if there is a scam done, to fire those people immediately and completely bend over backwards to a client treated this way and offer them a free stay at any hotel in the chain for a week, best room on the house.

I wonder if this is a franchise model where each location is individually owned and operated?  Either way, no excuse,.

The old saying: good news spreads like molasses...bad news spreads like wildfire.

Sep 24, 2010 09:57 AM #7
Rainmaker
298,347
Ray Saenz
Exit Realty Laredo - Laredo, TX
Homes for Sale in Laredo, TX - Texas, Realtor

George,
Thanks for sharing this great - reblog and the power of the internet and google is the most powerful stuff together, it should be good to get an answer from them asap.

Sep 24, 2010 05:14 PM #8
Rainmaker
1,329,012
Nick T Pappas
Assoc. Broker/Broker ABR, CRS, SFR, e-Pro, @Homes Realty Group, @HomesBirmingham & Providence Property Mgmnt, LLC Hun... - Huntsville, AL
Madison & Huntsville Alabama Real Estate Resource

Hey George, just stopped by and wanted to let you know that to the best of my knowledge the issue has not been resolved...I should be talking to the agent involved tomorrow or Monday for an update.  Thanks again for spreading the word.

Sep 25, 2010 03:49 PM #9
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