WASHINGTON DC — There is a new policy at the Spring Hills Suite hotel outside of Washington. If a member of the house keeping team does not understand a guest they are to immediately find a supervisor that speaks English to resolve disputes.
I am going to call it the Foster Rule. I am happy about that.
The hotel also refunding one night after three stumbles in three nights. I also sent a note to Marriott.com and they adjusted the entire bill which means our stay in Washington was completely free. I like that even better.
On a previous post I wrote about my displeasure when a member of housekeeping came to my door asking if I wanted service. I could not understand her and thought she was asking if I wanted additional towels. I said I did not need towels. She thought I said I did not want service.
After a day of being tourists we came back to a dirty room. Our shower also broke twice delaying our departure for fun and games. The manager was very nice and apologetic and new rules were sent around the hotel. A number of you understood my frustration and I appreciate your comments.
However, there is a minority that I do not understand. They said I was wrong to say anything. I should have let it go because I could have gotten somebody in trouble. There was a flaw in the system and if we get bad service we are supposed to point it out. If some of you do not like what I write in the newspaper or say on radio you sure as hell are not afraid to call my managers in protest.
If you get a bad meal in a restaurant don’t you say something?
That is the way the system works. I might have saved another family that stays at that hotel some anguish. Meanwhile the Foster Rule is in place. Before we left we got a knock on the door from housekeeping. The woman wanted to know if we wanted service.
I told her we were checking out a day early. She had no idea what I was saying and went and got her supervisor to resolve the misunderstanding.
The manager asked that I give them one more chance when I return to the Washington DC area. I plan on doing that. I liked the hotel and I liked the service they gave me at the end. I also know there are new rules to make my next stay better.