August 24th 2020
To whom it may concern:
I am writing in regard to some unfortunate circumstances that happened to us (Mike and Patti Franks) during our stay at the Edge Water Best Western in Sandpoint Idaho on August 22nd 2020.
First, upon checking in at the Edge Water hotel on Saturday around 5:00 pm, the front desk manager stated that we did not have a reservation. Mike, my husband, stated that he did call to reserve a room and he recalled specific conversations with the hotel staff. At this time, during the phone call, the hotel staff signed my husband up for the Best Western hotel rewards program so we could get a discount on our room reservation. Mike had also requested to be put near our friend, whose name is not common, so the staff had to search his full name and they did find him in the system. They told my husband that they could not guarantee a room right next door due to rooms only being assigned at the time of check in. These two specific conversations happened during the time he called to reserve a room, but we found out they did not reserve a room for us.
The manager did say he did have a room for us. He gave us room 230 and our room key that has 230 written on it also. He then pointed in the direction of the room and stated it was in the middle of the long hall. We thanked him and went into our room. About an hour later, while we were in our room and just got out of the shower and started to get dressed a couple walked right into our room with their bags in hand. My husband stopped what he was doing and asked them what they were doing in our room. They looked shocked and said they were just given the key to our room upon them checking in. My husband then stated, “we just got this room” and he showed them our room key with 230 written on it. They instantly apologized and left quickly.
Soon after that we left with our large group of friends to go to dinner. We stayed out about 2 hours then came back to the hotel because we were tired from being out on the water all day. I (Patti) was also sunburned on my chest and the top of my legs, so I just wanted to take off my clothes and lay in bed and relax. We both fell asleep between 8 or 9 and we took advantage of the two beds, because of the sunburn, we each feel asleep in our own bed. Sometime in the middle of the night I heard what sounded like a key card being swiped though our door. I honestly thought it was our friends playing a joke on us and trying to get in, but I did not hear any voices. So, I just laid there thinking “OMG, someone is trying to get into our room, and it is not our friends because they would be laughing or trying to talk to us through the door. This was the point when I was starting to get freaked out. Then it went silent for about 10 minutes. Then I heard a key card being swiped again and this time I heard my door open but being stopped by the lock bar on the top of the door. I was then starting to panic and looked over to my husband, but I could not see if he was awake or not. I was in complete shock and did not even react to wake him up. Next there was two large bang sounds that made me jump and our door swung open and our lights turned on and a lady was standing at the foot of my bed with large bolt cutters in her hand. I was completely terrified and started to shake. I did not have a top on due to my sunburn and quickly pulled up the sheet I had on me. She then started to scream at us. Her words to us were “why the hell are you in our room, who are you guys, you guys need to leave” My husband instantly sat up in bed with only his briefs on and told the lady that we reserved this room. She then replied that we did not reserve this room and it is reserved for another person and we needed to leave. My husband pointed to the card with the room number on it and said this is the room we were given. During this conversation, the ladies voice was consistently raised. She stood at the foot of my bed with the lights on and kept telling us this was not our room and that we would have to get out. My husband told her she needed to leave, and she finally did. About three minutes later she called to tell us that the person who checked us in messed up and we were supposed to be in another room. Mike replied, stating that was not our fault and that we were not moving into another room. That is when the phone call just ended. We laid back down in awe of what just happened. I honestly thought this whole time that someone was playing a joke on us. So now we are awake and totally freaked out about the entire ordeal that just happened and we are unable to fall back asleep. The doors top safety lock is broken so we know at any time someone can just swipe a key and get into our room.
The next morning, we wake after getting about 2 hours of sleep. We packed up quickly because by this time we just want to get home. When we walk up to the front desk and put the key card on the table and the lady quickly sees the number on the card and says to us “ Oh my god, I am so sorry for last night and their will be no charge for the room for the night”. Mike asked her if she knew what had happened since she was not the same lady who walked in on us. She said she knew some of the details but not all of them. Mike replayed the entire situation with her, and she was in shock. She said she did not know that is what happened. Mike asked her if that was protocol when they give a wrong room to a person, that they barge in at midnight breaking down the door and yell at the person telling them to get out. She said it was not standard procedure. She said the lady who did this was the night manager and sometimes she can have anger issues. Her exact words were “yes she can have anger issues, but I still love her”. We told her how wrong all of it was and how scared we were, and she agreed with us saying she was sorry and that was not supposed to happen. My husband asked to speak to the hotel manager and the front desk lady she would have him call us. Mike left his phone number with her and then we left.
I know from an ethical standpoint this was uncalled for. This should have never happened! Not once did we receive a phone call or a knock on the door asking for our names and to check to see if we had a reservation or not. Not once did she have permission to go into our room. We were not doing anything illegal and we have rights to privacy when we book a room in a hotel. How come the front desk did not know we were in this room after the couple were given keys to our room and walked right in. They had to of said to the front desk that, “there is a couple in that room already, we need a different room”. Wouldn’t that alone give them enough information to alert them that they did already book the room out. They instead waited till midnight to bust open our door and yell at us to get out! It just does not make sense to us. Additionally, the lady who burst into our room did not apologize, not once!
About two hours after we got home my husband received an email from the manger, whom he requested to call him, but he did not. This email was an apology letter stating the mishap in the rooms was not handled correctly and he blamed himself and stated that he would be talking to the night manger about this. He said he would like to offer a free night stay in the hotel to make up for nightmare we went through.
After talking with our friends, about 20 of them, who all stayed the same night we did, were also in disbelief. We feel that a free night does not even come close to compensation for what happened to us. Please let us know what your company policy is on proper compensation on these types of egregious privacy violations. We are completely traumatized about what happened! We are all on the verge of writing a trip advisor review to warn others of what could happen. We also have a call into our lawyer to attain information about what our legal rights are as a hotel guest. Mike and I are people with reputable character, and we have never been in a situation like this before. We feel like we need to take a stand for the horrific events that happened because it was so unreal to us!
Mike and Patti less