Checked in Friday afternoon. The woman at the front desk was really unfriendly - she didn't make eye contact, never said anything resembling "thank you." Whatever. I'm not the sensitive type, and plenty of people hate their jobs. It wasn't until Sunday morning that I came to realize that this sort of attitude toward guests was endemic to this hotel.
After a long drive, we finally got settled and fell asleep late Friday night. The phone rang...at MIDNIGHT...waking us all up. It was the front desk, who felt it was appropriate to call in the middle of the night to ask if a car belonged to me (it didn't). It took us all several hours to get back to sleep.
Not long thereafter (at 7 a.m.), the smoke alarm started chirping, waking us again (at 7 a.m.). It chirped six times, then stopped. Since the chirping stopped, we assumed it was a power outage (the alarms are hard wired into the wall). Regardless, we were now operating on about four hours of sleep.
We crashed - hard - Saturday night around 2 in the morning. (I was in town for a high school reunion and had lots of people to see in a very short amount of time). I was really looking forward to a good night's sleep before I hit the road for a 16-hour drive back to virginia.
Once again, the smoke alarm started chirping...this time at 5 am. And it wouldn't stop.
I was awake with three hours of sleep - and seven altogether over the course of two days at this hotel.
I went to the front desk to report the issue. The person on duty (Susan, who as far as I can tell sits in the dining room watching TV all night) said there is nothing she can do to help us, because that person (Caesar) doesn't come in until 7. In fact, she blamed me for the problem, saying that had I said something the day before they could have fixed it.
I was stunned. There was nothing she could do? Not wanting to spend 90 minutes waiting for someone who could make something happen, I called the customer service number listed on the website. I spoke to someone in a foreign country with an incomprehensible accent. All I could make out is him telling me that customer service isn't open on weekends. Think about that. The time when most people stay in hotels...and there is no customer service.
On top of these constant interruptions, what time I did spend in their bed left me with a bright red rash on my back and bites all over my legs. Draw your own conclusions.
I was not about to pay full price for this, so I waited for Caesar to arrive. We sat in the breakfast room, disgusted by the bug crawling around on the wall (yes, I took a picture).
Caesar arrived, and I calmly stated the facts and then asked what he could do to make it right. He checked his computer, said that booking through a third party (Kayak/Booking.com) made us ineligible for any sort of refund. However, he would "leave a note."
Leave a note. That was his offer.
At this point, I had taken just about as much abuse as I could stand. I told him that his response was unacceptable. I had lost two nights of sleep, 90-minutes of drive time, and was covered in a rash and bug bites - and he was going to leave a note.
I asked him to confirm his name. In my hand was my money clip, into which I had put a Country Inn business card. He grabbed the card and RIPPED it out of my hand, wrote his name on it, then returned it to me.
I told him precisely what I thought of him and his hotel and their lack of customer service, and made it clear that I would report this far and wide. His response was essentially GTFO.
It occurs to me now that at no point - not during the midnight interruption, not at 5 a.m. with Susan, not at 7 a.m. with Caesar - did anyone offer even a half-hearted apology. Not once did "I'm sorry" cross anyone's lips. Instead, they escalated everything, either blaming me or acting with insolent indifference.
Bottom line: If you love aggressively rude customer service, rashes/bites, and bugs crawling on the wall - this is the place for you.
- Official Description (provided by the hotel):
- Country Inn & Suites Port Charlotte provides clean, comfortable, and reasonably priced guest rooms & suites year round. We provide a complimentary hot and healthy breakfast every morning that consists of fresh scrambled eggs made from real eggs, biscuits, gravy, sausage, muffins, danishes, fruits, coffee, juice, and much more! ... more less
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- Also Known As:
- Country Inn And Suites Port Charlotte
- Country Inn & Suites Port Charlotte Hotel Port Charlotte
- Country Inn & Suites By Carlson, Port Charlotte Florida