HotelTonight

You think being a customer is bad try being an employee so much worse. This used to be a good company to work for then things changed drastically and dramatically. Many of us had to go out of work on stress and anxiety leave due to work conditions.

Instead of using US employees they are outsourcing jobs to Mexico we all know how well outsourcing doesn't work for the customer. Well it is worse for the US employee since when the outsourced worker lacks the skill to do their job they transferred the call to US workers, so now we have to handle the calls coming into us and the added calls from the outsourced workers. They can pay cheap wages to those in Mexico that is well below a living wage in US or even in Mexico for that matter. Not to mention that in my opinion this is so unAmerican for a company that makes the bulk of their millions from US customers. US customers using USD deserve service from American workers. Be nice to your American customer service person it's not their fault and your yelling at us just adds to the stress and anxiety that HotelTonight already piles on us. Not to mention that even though employees quit in large numbers they hadn't rehired additional US workers in over a year at the time I finally left the company to salvage my sanity and my health.

We are supposed to make the customers LIKE the fact that hoteltonight no longer refunds the guest for any reservation no matter what the reason. We are supposed to make the customer LIKE the fact that almost all reservations are non-cancelable now. If we can't make you like these things and you give us a bad review based on the fact that we can't provide you the customer service you deserve and that we would like to give you, we are chastised for it in performance reviews. Yes they treat the employee so much worse than they even treat the customers.

HotelTonight was also able to make Glassdoor remove valid, legitimate negative employee reviews of the company. To any HotelTonight employees if you are having panic attacks on the job it is not you - it is definitely the job. Many of us thought it was just us and then we found out after talking to each other - it was the job doing it to us. Take care of yourself because HT doesn't care!

This was the hotel email I received and Hotel Tonight nor Embassy ever process a refund as they stated in the email. Not worth my time, I had to dispute this transaction with my credit card company!

Hello Mr. Gast,

I do apologize that we were unable to speak yesterday. I left a message on your room phone with my office number, but since I was able to get your email address, wanted to follow up this morning. I am not in the office today, but wanted to apologize for the issues you experienced. The hotels tonight reservations do not come through electronically and my staff is usually very good about watching for reservations via fax. I will speak to them about the importance of ensuring that the machine is checked on a regular basis to ensure a smooth check in process.

I did speak with my Housekeeping Manager yesterday on why the room was not properly serviced prior to your arrival. She is pulling the assignments from that day to review with me on Monday as the room cleanliness is an area that we take very seriously.

I have also emailed my Chief Engineer to have your room inspected by an outside pest control company this week. We do not have issues with roaches, as they are just not common for us and our hotel layout. We do sometimes get palmed bugs that are native to Arizona and the palm trees found through the courtyards, but again those are not super common during this season to get in through the balcony doors. Usually they are most active in late spring, early summer, when the trees are in their trimming process.

Regardless of all of this, your stay should not have been effected by any of these things. I have a great staff here at the hotel that usually performs better than this, and we obviously dropped the ball on your stay. I have copied my front office manager Ahmed, who you spoke with this morning and asked him to remove the bill for the night of 11/24. You should not have to pay for the issues that we can caused.

I hope that if you are in the Tempe area again, you would give us another chance to show you what a great hotel and team we have. Please feel free to reach out to me if you have any other questions, or if you would like to speak further, I will be in the office on Monday.

I hope we did not ruin your holiday week, and that you have safe travels where the weekend takes you.

Thank you again,

--

April Mosley | Hotel Manager

Embassy Suites Phoenix-Tempe
4400 S. Rural Road, Tempe, AZ *******
Direct: *******902 | Hotel Direct: *******444
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