Opportunities for Excellent Service

​This new segment will specifically be labeled on a page titled “Opportunities for Excellent Service”. When you see this title, the content will include a review of one of my many adventures or research trips. The goal is to provide an objective view of the experience. The information will have facts about the experience, my personal feeling on the experience, and what could have been done differently (if anything at all). The company name will be listed; however, employee names will be left out for purposes of anonymity.  
This past week my husband and I celebrated our 22nd anniversary. Due to personal medical issues, the goal of the trip was to remain in stress free environments that allowed the opportunity for rest and health monitoring. The trip started with a short cruise and ended at the Historic Mission Inn Hotel and Spa. (http://www.missioninn.com/)
The Mission Inn is near and dear to us since we renewed our vows at this location 12 years ago. We have stayed at the property 1 other time after renewing our vows. We were familiar with the beautiful property and amazing guest service. On this stay however, something different happened.
 
Facts:

• We arrived earlier than check in time. The hotel happily accommodated us with early check in. Before arriving, we made sure all room charges were paid in full, so we could maintain a budget. Upon arrival, I offered my card to place incidentals on since we had a low balance on the card we initially paid for the rooms with. The agent stated that was not necessary since there was a card on file. I insisted at that time that we could not use that card and this card will need to be used. She said it was not necessary.
• When we settled in our room we received a phone call stating we needed to bring a new card down stairs, because they were unable to use the card on file. I went downstairs and provided an agent the card I initially attempted to provide. I went back to the room to finally relax.
•  We received another phone call stating that they did not receive my card. My husband explained we were just down stairs and provided a card. The person calling stated he will look around for it.  
• The first room we were assigned to had water damage. After waiting and watching several technicians attempt to fix what appeared to be a faulty air conditioner, the front desk offered to put us in a different room that is considered an upgrade.  
• Before the end of day my card was charged a 75.00 incidental deposit as expected. The next day I noticed my card was charged another 94.01. I went to the front desk and asked about the new charge. The agent explained I was charged an additional 75.00 incidental deposit along with a room service change for water I requested to the room. I explained to the agent that it is my belief that incidental charged are removed from the incidental deposit. We both agreed no further charges should be charged even if I ordered additional room service.
• At the close of our stay, I went to check out and receive a receipt. The agent stated there is a problem with charging my card. I asked her what she was charging to the card since there were holds already on the card. She went to the back to talk to her manager.
• After waiting a bit of time, I sat in the lobby and waiting. Shortly thereafter I was approached by the front desk manager and security with a bill for 30.00. I explained to the front desk manager there were already incidental holds on my account. He stated the holds did not matter, because he could not see the holds. I attempted to show him my bank ledger with the holds. He dismissed it and said it does not matter. He insisted I needed to pay an additional 30.00.
• After going back and forth on what should have happened when a hotel has incidental holds on a customer’s account, I finally stated we can call the bank and remove the holds. This will allow him to correctly charge what he needed to charge. He again tried to dismiss me stating the banks are closed on Sundays.
• Finally, I contacted the bank, they removed the holds. The front desk manager charged my card and we left. I will say during that time he offered water and an email follow up.

 
The true opportunity for excellent service is something I talk about in other blogs when it comes to setting the customer expectation. If the hotel was going to dismiss the incidental deposit policy that is listed on their website and on their front desk counter, they should have advised me correctly. This changes my willingness to order room service at all.
It also appeared the front desk manger was not trained correctly in some manner on how to address incidental holds in relation to incidentals charged to the room. When the agent heard me, and acknowledged that there were already holds on my account, he should have followed standard hotel policy to release the holds or allow the charges to settle. If he was not aware how to do this he should have waited for senior management to assist.
This does not change my view of the property and how amazing the grounds are. I would still recommend this property. I will however work with management to make sure this does not happen to any other guest. This is just another opportunity for excellent service.