We have stayed here a few times, and in general have had a good experience. This time our experience was not good, and the response from the management was simply not acceptable.
We left our room around 1pm each day of our stay, and each evening when we returned we found that the room had not been cleaned; beds not made, trash not thrown out, and no fresh towels. Each evening we reported this with increasing frustration, and each evening we were told that the day manager would be notified. When we checked out the manager on duty told us that the room had been passed up by the cleaning staff because the do not disturb sign had been on the door at the time that they came by to clean. We explained that when we left we removed the sign, and that the cleaning staff had still been working on the floor. Given those circumstances it was our expectation that the cleaning staff would return to any of the rooms that were previously skipped. The managers response then changed. Now it was not specifically that the do not disturb sign was or wasn't there, but instead that because we left the room after 12pm that the room was skipped. I would have accepted this answer if that had been explained after the first time we complained, but instead we ended up making our own bed, throwing out our own trash, and having to get replacement towels for our entire stay. What I think should have happened if customer satisfaction were truly a goal at this Americinn is that 1) the cleaning staff would have been notified to make sure that the room was serviced, (I don't understand why they don't seem to keep a list of rooms that were skipped so that they can easily go back to them and get them cleaned. That would seem pretty logical and is something most cleaning staff's actually do.)
2) given that this happened multiple days in a row the management should have double checked that the room was being serviced and if there was a timing problem caused by us as patrons they should have informed us before the end of our stay so that we could have either left our room earlier or at least been aware that sleeping in on or vacation (imagine that) would mean that we would have to service our own room. (Americinn management are you listening to the Voice of the Customer?) 3) Management should have made an effort to have made this right rather than simply shrugging it off as "you left the room too late", or "we have some new staff".
Just because Park Rapids is a small town does not mean that customers purchasing goods and services should not expect to get good value for their money. read more