The other day I checked into the Park Inn in Fresno, CA – long story short is I had some leftover points prior to the end of the redeem 1, get 1 free benefit Club Carlson had, so I used up my remaining balance for two free nights at the Park Inn in Fresno, CA, I city I hadn’t been to before.
You can read my review of the property here, however, to be up front, this was probably one of the worst hotels I have stayed in. While this hotel is on the lower end of the spectrum for hotel brands, any hotel as part of a major chain should live up to at least a clean standard – that’s something you just don’t mess with.
My first room had mold and dirt in the toilet.
Along with mold and dirt in the air filter and vent.
The second room already had toilet paper in the toilet, and the toilet paper roll was undone, not like the first room where it was folded over to indicate that someone had been by to clean.
I felt obligated to let Club Carlson know about this property, simply because of the uncleanliness I encountered. Because I had been to three separate rooms, each with the same issues, it was more than a one-off thing. There was a clear lack of management at this property and both housekeeping and maintenance weren’t doing their jobs.
I sent Club Carlson the pictures (above) of my stay, and needless to say, received a response a few hours later.
Thank you so much for bringing this to our attention, James. We agree there is no excuse for these issues you encountered and we will be contacting management to ensure all necessary improvements are completed.
To compensate you for this experience, I have returned the 9,000 points to your Club Carlson account. Thank you for taking the time to share your photos with us as it has enabled us to take corrective action and improve the guest experience.
Please do not hesitate to contact us with any further questions or concerns!
Kind Regards, [redacted]
I’m appreciative of Club Carlson’s response:
- It wasn’t an automated response or cookie-cutter. The person who read my complaint did respond in an appropriate manner.
- I was happy to receive my 9,000 points back, however with multiple bad experiences at Club Carlson properties (many including just poorly kept buildings), I’m not really thrilled to spend any more nights there than I have to.
Honestly, and not to broach the subject more, but I would love to have a chat with the General Manager of the hotel just to see where things went wrong. I’m sure I’m not the first guest to point out these failures, though on the flip side, I almost felt obligated to report them, and I want to ensure they’re fixed so other guests don’t experience the same, unclean rooms. Personally, I think the compensation I was given was fair, and I’m not looking for anything more, but at this stage, simply to make sure the appropriate people are aware.
What do you think of Club Carlson’s response to me? Was it fair?
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