While I know it might seem somewhat feeble, I wanted to offer my sincere apologies to you for the issues you encountered during your recent stay with us. Quite frankly, I was mortified when I read your review!!! The honest, raw and REAL feedback, though, has already helped us to identify an employee who needed to be terminated for her lackadaisical failure to pay attention to detail. It has also allowed us to provide some additional training to a few other team members and will change the manner in which very serious issues, such as this, are reported.
I was out of town during your stay and the message you left was not shared with me. I can only assume the associate on-duty felt he had properly handled your concerns. My Operations Manager, who was leading the team in my absence, was not made aware of the fact she needed to follow-up with you. These are certainly not excuses! I am responsible for my team's actions (or inaction) and will never make excuses ... either for them or myself!!! We definitely dropped some balls. I need to determine the who, the where and the why ... and get Action Plans in place that will afford us the opportunity to improve! A clean, comfortable room is the most important thing we can offer our valued guests. NO guest should ever have to stay in a room that is less than 'perfect.'
We failed you ... we failed your family ... and in the process, we failed ourselves, too. I was especially disheartened when I discovered you are a loyal Platinum Rewards member. We will improve! We must!!! In doing so, we will make sure no other guest has an experience similar to your own!!!
If it is OK, I will be reaching out to you in the next 24-48 hours so I can apologize, personally, and thank you, again! If there is a time that is best for you, please let me know, via e-mail.
All the best,
Sean Craft
General Manager
sean.craft@interstatehotels.com