Palo Alto Lodge

Our Members Say

 I booked 4 nights through Amex Business Travel, as it was the only hotel available, and the cancellation provisions were 1 nights R&T if cancelled within 2 days of arrival. I checked in, and went to my room. The sheets on the bed was pulled back and I found a USED CONDOM on the bed (yeach). I went to the front desk and "Mike" the desk clerk told me that housekeeping had left and that was the only room available. I asked for a refund of the other 3 nights and Mike told me that since I checked in, I was responsible for all 4 nights. I've stayed at close to 100 hotels over the years and never heard of such a thing.

I called Amex travel, and they tried talking to Mike, and they told me that he was "belligerent". I had them make me a reservation for those 4 nights at the Residence Inn, which had a last minute cancellation. I surrendered my key to Mike, and the total time I was at the hotel was less than 1 hour.

After I found that I had, indeed, been charged for 4 nights R&T, I escalated this with Amex Travel, and they tried calling the owner a few times and always got "Mike" who told them:

1. The owner was in India and would not be back for several months.
2. That I was not entitled to a refund as I had stayed one night, which Amex Travel told him was not correct as THEY had made the reservation at Residence Inn for the same 4 days.

After a few months of trying to work things out, I filed a merchant dispute, but lost the dispute because I had checked in, even though I was there for less than an hour, and that they cannot refund based on the "quality of service provided".

I have travelled to over 40 states and 14 countries, and this was THE WORSE customer service I have ever received and I ended up paying $380.80 (4 nights room and tax) which I can't, of course, expense, because I refused to sleep in a bed with a used condom in it.

Neither I nor Amex Travel were ever actually able to speak to the owner, and Mike was our single point of contact.

I understand that there will be problems, but what is telling is what a company does to make it right. Mike made no effort to make it right, or even cooperate or compromise. I was willing to pay one night R&T, but he charged me for all 4 nights, though I was at the hotel less than an hour.

Mike told me "What do you expect for $85"? I said "a room where the bed doesn't have a used condom in it"! 

167 members live in Palo Alto