Our stay at Howard Johnson on Van Buren was decent the first couple times staying. We w...

GetHuman-erikainf's customer service issue with Howard Johnson from August 2018

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Our stay at Howard Johnson on Van Buren was decent the first couple times staying. We went back to a location we had already been at giving them a second chance to redeem our loyalty as returning guests. Our first night there the air conditioning wasnt working properly. Being in the desert of Arizona, a*c is an absolute must! We called down to the office and asked to switch rooms, the gentlemen said he would send maintenance up to check out the problem instead. About * hours later maintenance arrived and worked on the unit for a couple minutes. He said “well, that should work, call us if you have anymore issues with it.” Well... it only got warmer and warmer, but we were so exhausted we decided to let it ride until the next day. The following morning, still no cold a*c. We called down again and they finally had us switch rooms. We stayed another night and decided to even extend our stay for a couple more days. I booked a reservation online through a third party and when we went down to the office to pay for another night we were told that there was full capacity and no rooms were available, and that we had to check out. I explained to them that I was able to book online and it said there were * rooms left so it didn’t make sense. The lady behind the desk said it was a mistake and they indeed were fully booked. With no alternative plan we went back to our room to pack our things. My husband went down to the office to grab drinks only to witness * people walk in to inquire about a room. They ended up booking one and getting they’re card keys right then... so again we went down to the office perplexed asking if we had done anything wrong or if there was any way we could extend our stay considering we had no other options and no transportation set up for an immediate departure. She said “you haven’t let housekeeping in to clean, only exchange towels” we said we like our privacy but if that will get them to let us stay then they are more han welcome to touch up our room. We will wait right here while they go do that. She said it was too late and we needed to leave. So we told her we needed a little time to arrange a ride and book another place. Upon checking out she refused to give us our $** deposit and said we took an extra hour to check out. We told her that considering the reservation went through, we didn’t plan on having to pack up and leave. Check out was at **am we packed up and left at **:** pm she said “well we have to pay our house keepers for staying longer to wait to clean your room” we said fine, we’ll be on our way then, only to find out from housekeeping speaking on the radio to the office that they were NOT going to clean room *** that day (our room) We weren’t going to argue further, she had her mind made up and there was no reasoning or compromising with her. So we waited outside for our Lyft ride and off we went, extremely upset.*Recently we decided to give another Howard Johnson location a try. Old town Scottsdale. We thought “Much better!!” Cleaner, friendlier staff, more*Welcoming and accommodating. Our first * nights were great, so My husband went down to the lobby on that second night (last night) to pay for One more night. Everything seemed fine. At **:**am we hear pounding, not knocking... POUNDING at the door. Spooked my husband got up and opened the door and a guy said “you need to get down to the front desk” We said okay and he said “NOW!” ... so he went down and apparently they didn’t receive our payment so we pulled up our bank statement and showed them that it went through on our end and they refused to believe it and told us to leave. Enough is enough so we called Coorperate and went through everything with them gave them our confirmation number and everything. They came back to the room twice while we were on the phone with Coorperate, not caring telling us to hurry up. Once we settled everything in the phone we hung up and heard another knock. We answered and the same guy said “okay, you’re all set for tonight until **am tomorrow.” No apology, no remorse for being so rude and waking us up BEFORE check out. Other than the staff, we really do enjoy staying at the Scottsdale location. We would like to be treated with a little more respect considering we give HJ quite a bit of business through ourselves and recommending our enjoyable stays to our fellow traveling buddies. If you need any of our confirmation numbers from our stays we will be more than happy to provide those for you. We just want everyone else to enjoy the greater things there are about Howard Johnson than be blinded by the poor hospitality we endured during our last * stays. Not so sure we want to give Howard Johnson another chance...
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Howard Johnson

Customer service issue
Reported by GetHuman-erikainf
Aug 27th, 2018 - 3 mons ago
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Aug 27th 8:27pm