Drury Inn Customer Service Issues

I recently had a concerning interaction with an assistant General manager when I called Drury Inn to speak to Jake at the location near the stadium. I used to work as a night auditor there for nearly a decade, and I was hoping for a discount on a room, which Jake had mentioned he could help with if approved by the General manager. However, when the assistant General manager answered, she questioned me and stated Jake wasn't authorized to offer a discount, despite him informing me otherwise. This led to her accusing me of rudeness and abruptly hanging up on me. After speaking with a polite staff member in Jake's absence, I decided to book a room elsewhere. Having worked over 40 years in customer service, including 9 years at Drury, I felt disheartened by the treatment received. Customer service should be upheld regardless of past affiliations.

I have a reservation from August 12th to 14th at the Drury Inn in Springfield, IL. My wife Janet and I have been loyal customers of Drury Inns since [redacted]. I have been staying at the Springfield location for 40 years due to my work as a veterinarian for the racehorses at the state fair. The rates at $[redacted].00 per night this year seem excessive, especially after being informed that the rates were not to be lowered to recover losses. I kindly request a more reasonable rate of $[redacted].00 per night, given our long-standing loyalty and significant business with your hotel chain. I appreciate your prompt response. Thank you, Michael J. Betley DVM.

I had a reservation for January 14 at a Charlotte hotel for one night. When I tried to book an additional room upon arrival, the front desk attendant mentioned that my US credit card did not go through. I then provided my Canadian Visa card. However, upon reviewing my accounts, I noticed that I was charged for three rooms instead of one. I was charged $[redacted].10 and $[redacted].05 on January 14, and $[redacted].96 on January 15. I kindly request the cancellation of the $[redacted].10 charge from my credit card, as I believe it was mistakenly charged. The amounts appeared in US dollars on my Canadian card and seem to also reflect the charge that was not initially processed on my US Visa. I previously left positive feedback about my experience at the DRURY Inns, and I hope this billing issue can be promptly resolved to maintain my positive impression of the establishment. Joan H. Email: [redacted] Phone: [redacted]

I made a reservation at Mount Vernon Illinois Drury. After about 3 or 4 hours in the room, my husband saw a bug on the sheet. He initially thought his eyes were playing tricks on him. Later, he found a larger bug full of blood on the pillow. We discovered multiple bugs on the sheets and pillows, took pictures, and want this issue addressed to prevent others from experiencing the same inconvenience. I don't want to worry about bringing bugs home or driving tired another [redacted] miles after a long day. Despite the comped room, encountering bed bugs at the price we paid is very disappointing and unsettling.