Getting to a good room.
On Monday, August 08, 2016, at approximately 15:00, I checked in to your hotel, Crowne Plaza Dallas near Galleria-Addison. I was told my room was 4041, I was given a map with room 4041 circled, and a
key packet. I went up to room 4041 and the keys did not open the door. I looked at the key packet and it indicated my room was 4067, I went to room 4067 and the key opened the door. I walked in and noticed the A/C unit in pieces on the floor, a towel under the guts of the unit, a bent up coat hanger in the middle of the floor, the heater on, and the thermostat reading 85 degrees. I called the front desk and they said they would get right on it. I went to my meeting in the hotel and returned after they were over, around 18:00. I entered the room and found the A/C unit in one piece and the thermostat reading 83 degrees. I called the front desk and asked for a new room, after a short silence, they said I could have one, but there was a line at the front desk and they would bring up my keys ASAP. After twenty minutes I went to the front desk and asked for my keys, it was very easy as there was no one waiting to check in and there were three clerks behind the counter talking, I began to get agitated. I guess helping me would have inconvenience a potential customer. The clerk tried to look me up and after a while finally said, oh, there you are and gave me my keys, I told him not to worry about bringing them up to me. I went to room 4146 and found it acceptable, I began to calm down.
The next day, around noon, I went to my room to relax a bit during lunch. I put my keys in the lock and they both produced a red light on the lock. I went to the front desk, asked if there was a problem, the clerk looked me up, said no, and suggested I not put the keys next to anything magnetic, I showed him the antimagnetic pouch I used for hotel keys; he gave me two new keys. After my meetings were over, at about 17:00, I went to my room and found it had not been visited by housekeeping. After I went to the front desk and the clerk asked if I had left the do-not-disturb sign on the door, I began to get agitated again. He said he would call and have housekeeping visit my room. At about 17:30, housekeeping indicated they were finished.
All of this was accomplished without empathy, apology, or customer care from the personnel at the front desk. Their body language bordered on contempt; I am sure my demeanor sent the same message. Everyone else on the floor and around the meeting areas was cordial and helpful whenever I asked for help or guidance. [Less]