Our family just go back from Northeast Harbor in Maine (on Mt. Desert Island near Bar Harbor) and had one of the WORST hotel experiences on any vacation we have ever had.
We had booked this particular hotel 4 1/2 months in advance for 3 days at the beginning of our two week vacation and and another 3 days at the end of our vacation. This is a hotel we had stayed at numerous times during the past 5 summers so I did feel as I was a repeat customer to them?
Our night of "hell" began on the first night of our last 3 day segment of our vacation. The hotel had neglected to tell us that there were going to be 2 wedding parties there for the weekend and lucky us-the one partying room was above us.The whole night was people screaming and throwing things off the balcony,peeing off the balcony,taking showers at 1 and 3am in the morning,moving furniture on and off the balcony,fighting,etc. It was a regular "Animal House" experience.Northeast Harbor is on the quieter side of Mt. Desert Island. This hotel has been there for years,has 3 stars in AAA book,is really big with the locals putting up their guests and was costing us $140.00 a night.(It has outside balconies and three stories.) I first spoke to the night clerk at 1230pm (only to be informed that he had already called the police on the other wedding party in the next wing). He apologized and offered a different room if they could find one in the morning. At 345am,I got redressed and went down to talk to the night clerk only to have several of the wedding party throwing up behind me in the stairway.The whole hotel was up for grabs and needless to say,sleep was impossible.My husband and I decided that in the morning we would check out as the wedding parties would be there the whole weekend. We frantically tried to find something else on the island as it is high season there and most people get their reservations months ahead of time.Upon checkout, I was surprised to find a day clerk that would not discount our reservation due to the horrible night. He refused to talk to the manager of the hotel because he said that if others knew that I got some money off-they would want their reservations discounted too.I informed him that I have stayed there numerous times,booked ahead and would have looked elsewhere if they had told our family ahead of time. Tough luck!It was only after I threatened to call AAA that he said he would give us $30.00 back. I said that I would have expected at least half ($70.00). Now everytime that I call, the manager cannot take my call or she is not in. What is my recourse? My husband and I stay in hotels at least 2/3 times a week for work and have never seen such a schock operational manner. Help!!!

A number of years ago I had a similar experience, but it wasn't even wedding parties that kept us up! I did contact the AAA and they sent a very nice concerned letter. I also refused to pay that part of my Visa bill and Visa negotiated and got the charge for the night's lodging removed from my bill. I hope you will have a similar experience but act immediately. I also wrote to the office of the hotel chain and named the personnel by name but received not one response from them. It was Days Inn and I have not set foot in another Days Inn since. I know that they are independently operated, but even if I am penalizing good hotels in that chain, that's the price they pay by associating with an uncaring, unprofessional chain. Good luck.

Kam-thanks for your response. I will contact AAA and see what I can do about the Visa bill. Unfortunately, the hotel is not a chain (Kimball Terrace in Northeast Harbor) but I am so surprised that the manager is avoiding any response. This is in contrast with the night clerk who said that he thought that we should not be charged the full price for no sleep,etc.Any one else with similar problems? Debbie

We had a "bad" experience at a hotel (part of a chain)in San Diego. Unfortunately it was in the process of changing hands to another hotel chain. I too got nowhere with either hotel's management - only got snippy remarks. I contact American Express and told them why I was withholding that portion of my bill. Within about 2 weeks American Express completely reversed the entire portion of the hotel charge (I, too, was only looking for 1/2 compensation) and out of the blue we received coupons from each chain involved - one was for a free dinner and one was for a free nights stay. Once again the power of using a charge card ! I would definitely go that route rather than get frustrated trying to deal with ignorant hotel managers.

Debbie, I would get intouch with the owner of the hotel and ask for a full refund of your night there.

Since you have been there before, let the owner know when and how many times you have stayed there. It seems to me that they should make good on your stay, and maybe give you a discount to stay there next time.

Good luck,

tweedy

Debbie, I would call your Visa immediately and put a hold on the entire charge for the one night. Then I would call AAA and tell them what happened. Don't ask for 1/2 off, ask for the entire amount and don't bother dealing with the manager who is obviously ignoring you, hoping you will go away. Maybe he will learn a lesson this way. Don't forget to tell Visa that it was so bad there that the night clerk called the local police and you might want to check with the police to see if you could get a report about the complaint. We consumers have to demand fair treatment in this day and age. Sad that a nice hotel where you have stayed before had treated you so poorly but consider that you are helping them how to be responsive to the public in general.

I used to work as a clerk in a hotel on Sat & Sun nights, and had similar problems (not often), especially in the summer. As a clerk, we often got immune to problems, and the corrective action often depended on luck, how the night was going, the customer and my mood. But, what was effective was to reverse / not pay for the charges (mentioned already - credit card). If you are not happy, don't pay. Period. Don't sign the credit card slip. [I know it was too late]. The owner of the hotel would always give refunds, free nights or whatever was demanded (room choice, priority reservation, etc) if he knew about the problem. Write to the owner and copy the manager (day time / office manager, not evening manager). Once you cool down, you may realize it was not the 'hotels' fault but rather an unlucky weekend with a rowdy crowd. We had weddings, minor league baseball teams and other large parties and rarely had problems reported. If you can get a free weekend and no charge out our your complaining, consider yourself successful.

Unfortunately, a charge can appear on your credit card bill even if you don't sign the charge slip. In our case, they had written "by phone" on the bill and submitted it just the same. And yes, the hotel doesn't know that they have booked a rowdy wedding party that will make everyone else uncomfortable, but that's exactly why they should have been gracious enough to drop the entire room charge when you were dissatified.

one more idea - Write to local Better Business Bureau or local tourism office as well. Or letter to local paper. Bad publicity is often the best revenge.

Debbie, I worked as Front Office Manager in hotels for 10 years and now travel for a different job, so can relate to this situation from both sides. The hotel probably books 2 or 3 wedding groups every weekend. They have no way of knowing who will be rowdy and who will be asleep by 9pm. At least the night manager had the sense (and authority) to call the police. The unfortunate part is that the hotel probably felt as much hostage to the wedding guests as you did.
You have a very good chance of getting a refund on your room. The AM manager may not have had the authority to take the charge off and/or had most of the hotel asking for the same thing. I agree that you should 'dispute' the charge thru your credit card company. You do not have to pay the charge or interest while it is being disputed. Believe it or not, the accounting clerk handling the credit card bills likely has more authority to waive charges than the Front Office Clerk.
I would also write a letter to the hotel General Manager, copying the owner. Also, check to see if the hotel is part of an 'affiliation' like Preferred Hotels. They are made up of indepentant, non-franchise hotels that band together for advertising and reservations systems.
I would avoid writing a letter to the local paper at this stage. That tends to make the hotel defensive and less likely to cooperate. Save that as your final trump card should all else fail.

Debbie,

I agree with all of the responses. To add, I would also not pay this portion of credit card bill (use the term 'dispute'). In addition, I would write a firm letter to the general manager, and mail your signed letter 'certified'.

It is true that "disputing" the charge on the bill will force the hotel to respond...but unfortunatley the Credit Card Company wil probably take the approach that you stayed there..so you owe the money.

If it were me...and the manager was not taking my calls..I would send a letter (certified, return receipt requested) outlining the problem with a request for an adjustment with a copy to the State Attorney General. I'd make sure that the letter noted that a copy was going to the Attorney General.

My Visa actually went to bat for me and handled the whole thing. All I had to do was to explain why I was not going to pay this part of the bill and they took care of the rest.I agree to save your letter to the editor and think going to the states attorney is a bit of overkill as well. I think you will be pleasantly surprised at how easily this will get resolved with the help of your credit card company. Good luck.

I would like to know a little more about
the response from AAA. We went that route when we had a very bad experience with the Westin Harbour Castle in Toronto. This hotel consistently gets
high AAA (CAA in Canada) ratings but
IMHO they are undeserved! They mess up reservations, have no appropriate place
for breakfast (buffet breakfast is served in the hotel lobby bar!), room service is horrible! AAA did nothing!

I too think AAA won't do anything about any complaints concerning motels listed in their AAA books. A few years ago we had a nightmare experience at the Adobe Motel in Yachats Oregon and wrote and called AAA about it as they rate this motel very well. No response from AAA at all. Seems they just don't care what AAA members think or have experienced at motels they strongly recommend.