Some hotel amenities aren’t that important. Some are.
Having an accessible room, which is required under some state and federal laws, is a biggie. So when John and Carolyn Falabella asked me to look into their hotel’s failure to offer them the room they reserved, I knew it could be serious.
But a closer look at their case one shows just how frustrating it can be to fix a major problem like this, particularly with a chain hotel. I’m not sure if I can make this right, but read on and let me know if you think I should get involved in mediating this dispute.
I am writing to describe the most horrible hotel stay I have ever endured in any hotel in my life,” the note began.
Well, that’s one way to get your attention.
The email, sent to the Comfort Inn Conference Center in Richmond, Va., detailed an unpleasant stay from start to finish. But let’s not bury the lede, as they say in journalism: The worst part, says Cricket Moore, was the discovery of a bedbug between her sheets.
She scooped up the insect, took a picture and brought it to the front desk.