As it was a new construction, when we traveled to the area for our loved one’s funeral, I booked four rooms for myself and family members.
After a lengthy day of travel, I turned in early. When one family member went to their room for the night, they discovered a blood-stained pillow. Given the late hour and being tired from travel, they removed all pillows attempted to rest and prepare for the upcoming, difficult service.
My notification of the incident came when we met to leave for the service-check out time. I notified the front desk staff who apologized and stated it would be noted.
When I called the property to discuss the issue, I was told the ONLY recourse would have been an offer of a different room at the time of discovery. I questioned if that was, in fact, the only solution to which I was told yes.
Knowing that I CHOSE the location saddens me. Knowing that the location is okay with poor customer service infuriates me!!
Being customer focused, I know what I would have done…BUT, the people at Springhill Suites by Marriott Dayton/Troy operate from a different creed. Sad!!
Also worthy to note, the breakfast options were limited and several machines were inoperable. One patron complained the problems were for a second day in a row.
Do better!!!