A few weeks ago I got an e-mail from the hotel loyalty program to which I belong. I'm already an elite member with this program, but the chain was offering temporary next-tier membership to holders of a certain flavor of credit card. As it happens, I have said credit card, and just like that, I was temporarily promoted. To keep that next tier into next year, all I needed to do was stay three more times and charge those stays to that same credit card. This would be easy enough; I was staying over the night before my flight out, and I had a room for two days in Seattle, so that was already in hand. But I needed one more to close the deal, so I booked a room for Tuesday night in the nearest big city.
The property I selected used to belong to another chain (and another one before that), so it has some mileage on it. It switched over to its current brand of hotels a couple months back. I'd visited the place a few years before to attend a banquet function, and it seemed suitable for this new identity, or so I recalled from that brief visit. They were running a special rate since they'd just switched over, and it was better than some lower-tier places nearby, so I went with that.
Tuesday afternoon I checked in, took my stuff up to the fourth-floor room, only to find there were some curveballs. No drink machine or ice machine on my floor; to do that, I'd have to go all the way down to first. The hotel was also old enough that the doors still had knockers on them below that little through-the-door eyepiece thing. So far, no big deal. I got a drink, started using some wireless Internet, and then went off for a bit to meet up with hubby for some errands.
When that was done, I drove downtown to keep a promise to myself. There's a brew pub where I used to meet up with some friends during my graduate school days. I hadn't been there in close to a decade. When I walked in and took the nearest table I could to where we used to congregate (that table, alas, had just been claimed), the memories came back. The place had changed little, or so it seemed. They still offered one of my favorite pizzas, and I ordered that and a glass of pale ale. So far, I was happy. But the beer was lukewarm when it arrived. It would have been a terrific beer if it had been properly chilled, but I could only choke down half of it before it was all over. And the pizza...well, it was good, but not what it used to be. They used to do their own pizza crusts, but now they've gone to smaller, factory-made crusts. It just wasn't the same, in quantity or quality, and I left a little disappointed. It wasn't as good as I remembered.
I drove back to the hotel, and along the way I decided I'd stop in the little restaurant and get some sort of after-dinner treat. So I walked in, took a seat, and waited. A server eventually came over and gave me a menu. I looked it over and decided on something with ice cream, and a cup of coffee to go with. And I waited. And waited. And waited. After about 10 or 15 minutes with no service, the moment was gone. I got up, put the menu back on the bar, and went back up to my room.
So I was sitting at the desk, working on some correspondence and munching away on some snacks I'd brought in. The people in the suite next door decided to watch television. This is one of those rooms where there's a double door separating yours from the next. Well, the soundproofing was long gone, for I didn't have to work hard to hear the neighbors' television. I packed up my stuff and moved into the bedroom half of the suite, and closed the door. There, at least, I could get a little quiet, at least as long as the really loud air conditioning unit was running. (All of this, mind you, at what's billed as an upscale hotel chain.)
In fairness, the night of sleep I got was pretty sound, and I must have logged the best eight hours of sleep I've had in a long while. The next morning, I staggered out of bed and went to take a shower. The shower must have run two minutes or more before I finally got an acceptable water temperature. And that added to my dissatisfaction; that and a couple of housekeeping/maintenance issues I'd noticed didn't add to my happiness one bit.
In all my years of dealing with hotels, this was the first time I answered in the negative during the routine "was everything all right?" at check-out. I had some issues, I told the desk clerk, and asked to speak to someone. The on-duty manager happened to be right there, and I told her about the more minor maintenance issues before going into the things that really didn't fly. She was very apologetic and wanted to know what she could do to help me leave with a positive experience, offering me breakfast (in the back of my mind, I was thinking that I'd only get the same service, or lack thereof, that I got the night before -- plus, with the status level I have, I already get free breakfast) or more rewards points, or whatever. I was noncommittal in my responses, for I couldn't bring myself to tell her that there wasn't much, short of comping me for the entire stay (which would then have screwed up the entire purpose of my stay, which was to get the additional stay charged to my card that I needed in order to keep my next-tier benefits), that would ever bring me back to this particular location. But, that's the funny thing about hotels. Even when you know and trust the brand name, they can still be a crapshoot, no matter what corporate says about brand consistency.
So the entire trip was pretty much a disappointment. At least it was only an overnight trip, and at least I treated myself to a pretty good lunch the next day.