Today, The Radisson Austin-Town Lake screwed over tons of guests that are traveling in for SxSW 2009. If you were one of us, you probably received an email that looked like this:
From: Steve Huey <shuey@radissonaustin.com>
Date: Fri, Feb 20, 2009 at 9:24 AM
Subject: FW: SXSW Guest Room ChangeThe hotel has encountered a change in schedule for a guest room renovation that has been underway.
Due to this change the hotel will relocate your (1) reservation to the Doubletree North Hotel.We have arranged for a special rate and the hotel has prepared for your arrival, understanding the unfortunate circumstance involved.
Please accept our apology and allow us to make this transition as comfortable as possible for you and your guests.
We will forward your reservation information to the Doubletree on your behalf.The hotel information:
DoubleTree Hotel Austin North
6505 IH-35 North
Austin, TX 78752
512-454-3737
Wow, thanks for forwarding the reservations on our behalf, Radisson! Too bad The DoubleTree is 10 miles away from downtown during a week when it’s IMPOSSIBLE to catch or even call a cab. I had to stay outside of the city in ’07 and ended up bribing hotel staff coming off the night shift to take me downtown in the morning. Four dudes in the back of a pickup truck on the interstate just ain’t that cool when you’re approaching 30 years of age.
I’m not sure what dumbass franchise owner decided to renovate rooms during Austin’s busiest week of the year, but he should be smacked. He should be kicked in the crotch for finally telling guests with less than 30 days until the festival begins. The rooms at the DoubleTree were offered at a “discounted rate,” but after taxi expenses it would end up being more expensive that the Radisson rates. Not to mention that after getting downtown, we’d be stuck all day and night with no opportunity to shower, change clothes or drop a number 2.
I tried calling and corresponding by email with Steve Huey to find some other reasonable option – a different hotel, a free stay at the DoubleTree…anything. After all, 12 of us stayed at the Radisson last year and I had my bachelor party in their hotel a couple years back and we had a block of rooms for about 20. Outside of walking away with some little shampoo bottles, I feel like I’ve been a pretty good customer. I didn’t get a call back, but I got half-assed responses like “We do not have any rooms avail other than those we can offer at the Doubletree.”
At least extend me the courtesy of spelling out the word “available.” I’ll extend you the courtesy of never staying at your hotel again.
{ 12 comments… read them below or add one }
that’s BS, especially in an economic climate where businesses (all of them) should be bending over backward to make sure their brand is worth paying for.
as a loyal reader of hearya.com, let me be the first to join in the solidarity of boycotting radissons. even though they are all individually owned, they still carry the radisson title.
i recently had a bad experience at best buy. while i don’t buy any music from best buy or any other major retailer, i finally was in the market to buy a flat screen. but because of incredibly awful ensuing customer experience, i will never buy a big-ticket item from best buy again. and i wrote a letter to the ceo to tell him why.
this is the time for consumers to stand up.
not that any of that helped your situation. make the best of it. can’t wait to read all about sxsw from my fave site.
They didn’t offer a discounted rate. Its just less to stay outside the city. If you were also screwed by this scenario hold out for nothing less than a free stay. Also, call the Radisson customer service line to lodge an official complaint.
Complete BS. I’m pissed. These guys need a business 101 class – seriously how can this be good for their business? They are losing both current and future revenue, at a time when average Joe’s are cutting back on luxury items like travel. Unbelievable.
that sucks ass. i’m sorry to hear that. on another note-i have a reservation i haven’t cancelled yet w/some place that might not be as nice as the Radisson… but perhaps closer? lemme know–it’s here:
Rodeway Inn University/Downtown (TX191)
2900 N. I-35 , Austin, TX, US, 78705-3404
Phone: (512) 477-6395
wait a sec-take note that i would not be staying with you
Completely unacceptable. I will not rest until this situation is rectified. I look forward to adding the Radisson to my list of boycotts. And if you don’t think my boycotts work, when was the last time you saw a Corona ad with Kenny Chesney?
Been thinking about this–if it were me who got screwed like that I would skip Huey since he’s the fall guy and really is insignificant. I’d ask to get the number of the Hotel’s legal counsel and say that you will be filing a complaint and say that you relied on Radison’s promise to have rooms for you and it is unreasonable to notify you 1 month before the festival (and since they KNOW what sxsw is like and how hard it is to find hotels at this time-if any-it makes that much more egregious) and as a result of depending on Radison’s promise you have lost money b/c you purchased air tickets, have a blog that makes money based on music reviews, (not being located close to the festival inconveniences you b/c it limits your ability to cover bands), they have a duty to accomodate you w/equivalent rooms and 10 miles away is NOT equivalent and is instead worse. sorry to rant and my convoluted stream of consciousness but i would try and think of all the sh/t your losing out on (try and think in terms of money b/c that would be what you would try and claim from Radison).. lawyers and corporations prefer to settle (ie., throw some money your way) so they don’t have lawsuits filed against them.
Most of my correspondence with multiple parties at Radisson has explained that the change will devastate any business related activities of our trip and there will be lost opportunities, missed meetings and damages. No one has seemed too interested in listening, but there are several other guests that have reached out that are also not happy and not willing to let it just rest.
dude. you need to threaten them with filing a lawsuit–sucks but that’s the only way corporations respond. are you keeping notes of all your communications? shit. if they konw you’re losing money (and they added some good points) you definitely have ammunition to get a lot more than what they’re offering you right now.
hmmm i see a class action suit on the horizon ; )
Oh my god, that’s criminal. And the worst part is I had a bunch of rooms on reserve that I just released last week within the downtown radius! Argh. Staying that far away is unacceptable.
That is ass.
As an employee of a hotel (day job…sigh), it is most likely a higher rated piece of business has been confirmed. With “walking” you to another property that I am sure they have a “walk rate” with, they will only be coming out on top. They can probably even comp a few rooms for the EXTREMELY IRATE former guests and still come out on top for their REVPAR (revenue per available room). High compression times like SXSW will suck for the regular Joe as the business will always return and there is little worry about “loyal” returns…
Sucks regardless – all the luck to you friend.
S.
p.s. good job at posting the email, they/we hate that stuff!
i heard at work that there are rooms that JUST opened at the Omni Hotel DowntownOmni Austin Downtown
700 San Jacinto at 8th Street
Austin, Texas 78701
Phone: (512) 476-3700
check on that!
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