Please bear with me, I know this is somewhat lengthy.
I don't ever write reviews on hotels. Frankly, I cannot remember the last time I posted anything online. I usually stay at a hotel, mind my own business, and continue on. Even in the worst experiences, I let it be, and let bygones be bygones.
Now, I'm not going to say anything negative about someone's character here. It looks to be a family owned business, and I imagine the owner is used to doing things a certain way. I have a family business, so I begin from a place of sympathy.
I booked my room on Priceline. Priceline didn't allow me to choose between a king bed or a double queen. We needed a double, but I understood the risk. Upon entering the hotel, I kindly asked if we could make the room a double room. The owner tried to gouge the price by an extra $15 per night, and said there was no option for a cot. I said that I had stayed at a number of super 8s through Priceline, and never had I been refused a double room, or had been surprise charged with extra upon request. He wouldn't budge.
I then said that I thought it wasn't necessarily a good judgement call; either you could squeeze extra money out of us now, or ebb on the side of customer satisfaction, and I would plan on staying there again sometime. I mentioned that this is the service industry, and I would hope he would make the right choice, considering customer satisfaction is the most important of all. Suddenly, out of nowhere, not only did he still refuse to back down on the price gouge, he refused us staying in the hotel all together, sending us packing on the street. We were left with a pre paid room, and a hotel owner who wouldn't let us stay, either out of stubbornness, spite, or both. I have stayed at hundreds of hotels in my lifetime, and not once have I been cast out in the street for calmly challenging a customer service decision. Isn't it in my right to have a constructive opinion?
I apologize for the long winded comment. Priceline called the owner to try and work it out. He still refused us any service. I couldn't believe it. Priceline was kind enough to go against policy and refund us. They were as surprised as we were. We went next door to the Candlewood, and so far, it has been great.
I'm not saying don't stay here. It seems like others have a satisfactory stay. I'm just passing on an experience, and my words of caution. I sincerely hope this doesn't happen to anyone else. However, if the owner of a hotel is capable of doing this once, I imagine it will happen again sometime in the future.
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- Also Known As:
- Rock Falls Super 8
- Rock Falls Super Eight
- Super 8 Rock Falls
- Super Eight Rock Falls