Compensation Clinic: Staybridge Suites Las Colinas

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A LoyaltyLobby reader sent me an email regarding an issue they had had with an airport shuttle from DFW airport to the Staybridge Suites Las Colinas.

Compensation Clinic Staybridge Suites Las Colinas DFW

The IHG’s website states that the hotel has an airport shuttle, but doesn’t state whether it would be free or for a fee. The hotel is sixth on the IHG hotel listing if you execute a search for DFW.

You can access Staybridge Suites Las Colinas website here.

Here’s the email that the reader sent to the hotel:

Dear DALLC,

Thanks for a great location with excellent rooms and hospitality.

On April 2-4, 2014, I had a room reserved (Conf# XXXXXXXX) at your location because I appreciate the amenities of the SB chain and the IHG website states that you have an airport shuttle (see attached screenshot of current listings).

When calling from the airport, the hotel representative stated that the Las Colinas Staybridge does not, in fact, have that service; it is the other SB at DFW that has the airport shuttle.  The result was a $30 taxi fare from DFW to DALLC.

I apologize for the delay in making you aware of this incident.  I didn’t want to spoil the time spent at the hotel by complaining, and it slipped the mind since then.

I would appreciate a refund for the taxi fare ($30 each way), and I would also be encouraged if the IHG website were revised not to include DALLC in the results when searching for area hotels with an airport shuttle.

Here’s the reply received

I appreciate you bringing this to our attention, and regret that you did not feel you could mention it during your stay.  We understand the confusion, and are working with IHG Corporate office to facilitate more appropriate wording on our websites.

It is my understanding that, almost all properties list “Airport Shuttle” on their websites, however they do not list “complimentary” or “for Charge”. Most Large Airport Hotels offer complimentary shuttle.   The other Staybridge happens to offer Airport pick up and drop off at certain times, for groups, etc.

Most hotels will arrange transportation with Super Shuttle or Airport Taxi, but they are both for the fee charged by that particular company.

We apologize for the confusion, and again, appreciate you bringing it to our attention.  We will credit the credit card on file for $30 each way, total of $60.

Please let me know if I can ever help you in the future.

Here’s the Staybridge Suites Las Colinas website:

Compensation Clinic Staybridge Suites Las Colinas U

They should make it clearer by adding words “for a fee”.

Conclusion

The email that the reader sent to the property is balanced. It starts thanking about the stay, the problem they had and has a clear request for resolution. The reply from the hotel is good as well, although they have not changed the wording on the website as of today.

Remember that you can always email me about the issues that you have had with the hotels and airlines + other travel providers as well and what resolution you received after service lapses.

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