10445 Cliffland Avenue
Oakland, CA 94605
[ March 5, 2011 ]
235 West 46th Street
New York, NY 10036
Tele: 212 764 2298
Dear Mr. Mattis:
I have been a loyal customer of your hotel for many years because I appreciate your emphasis on value and excellent service. I a recent episode at your hotel has made me question my loyalty to your hotel.
I stayed in your Manhattan, New York, hotel, Room 906, from Wednesday, March 5, 2011 through Saturday, March 9. During my stay my towels were always dirty, and the bathroom plumbing was not working. To make matters much worse, one of my neighbors was very loud when their friend was over visitors until 2 A.M. Many times I complained to the Front Desk Manager, James Mattis, and requested another room but was told there were no other rooms available. To my knowledge no one from the hotel spoke to my noisy neighbor on my behalf of my complaint. Despite my repeated complaints, it was not until the third day of my stay that the plumbing problem was fixed and my towels refreshed. Due to the noise next door, I did not sleep well for two nights, and hence, my business meetings were far more stressful than they needed to be because of lack of sleep.
I am writing to encourage you to improve your customer service. It is extremely upsetting for a loyal costumer to experience such poor service.
Despite of my bad experience on this trip however, I enjoy staying at your hotel for a number of reasons. Overall the environment makes me feel as comfortable as if I were at home. I hate having my positive feelings about your hotel ruined by one visit. I hope this problem will be rectifying prior to my next visit.