Keith Poehlman Named Controller for T...

Keith Poehlman Named Controller for The Founders Inn and Spa in Virginia Beach, Virginia

There are 3 comments on the Hotel Online story from Jan 21, 2009, titled Keith Poehlman Named Controller for The Founders Inn and Spa in Virginia Beach, Virginia. In it, Hotel Online reports that:

The Woodlands , Texas, January 2009 ... Benchmark Hospitality International has announced the appointment of Keith Poehlman as controller for The Founders Inn and Spa, located in Virginia Beach, Virginia.

Join the discussion below, or Read more at Hotel Online.

Chazzie21

Greenville, SC

#1 Jan 29, 2009
Keith Poehlman - an unfortunate choice

My family stayed at The Founder's Inn from December 18-21, 2008. From the moment of check-in we should have known that we were in for a long stay and a comedy (but not so funny) of errors.

First, they did not have the correct reservation (only reserved one day instread of two) which led to their second boo-boo. They billed the room for the following two nights to the wrong person/entity. This led to a charge on the credit cardholders account 38 days after the stay, thus leading to a very untimely customer correspondance. All this on top of drunken revelers knocking on doors, hollaring, and running around the halls at all hours of the night made for a very unfortunate stay.

Later dialogue with hotel manager Keith Poehlman on the late charges proved to be very hostile as the "controller" manager was menacing and rude and escalated the conversation to a point it did not have to get to. What happened to customer service?
Pat Black

Kansas City, MO

#2 Feb 22, 2009
I also had to deal with Mr.Poehlman with problems concerning my billing at the Founders Inn. He could not have been more helpful and polite. My problem was delt with the utmost courtisy and in a very professional manor. It was unfortuate I had a problem with billing but cannot complain about how the dispute was handled.
Jessica Poehlman

Downingtown, PA

#3 Jul 31, 2011
Chazzie21 wrote:
Keith Poehlman - an unfortunate choice
My family stayed at The Founder's Inn from December 18-21, 2008. From the moment of check-in we should have known that we were in for a long stay and a comedy (but not so funny) of errors.
First, they did not have the correct reservation (only reserved one day instread of two) which led to their second boo-boo. They billed the room for the following two nights to the wrong person/entity. This led to a charge on the credit cardholders account 38 days after the stay, thus leading to a very untimely customer correspondance. All this on top of drunken revelers knocking on doors, hollaring, and running around the halls at all hours of the night made for a very unfortunate stay.
Later dialogue with hotel manager Keith Poehlman on the late charges proved to be very hostile as the "controller" manager was menacing and rude and escalated the conversation to a point it did not have to get to. What happened to customer service?
Hello, I am Keith Poehlman's daughter and I randomly googled my father's name looking for career information and found this. I find this comment intruiging. I am not saying it isn't possible that my father was "menacing and rude". However, as the context of your comment suggests it seems that you were already frustrated and annoyed with the quality of the stay which is not due to my father's potential. Is it possible that you took your angry out on my father about all other aspects of your stay at the Founder's Inn that were not caused by my father's indescritions but another's? I can only imagine how I would handle the situation but then again, I am blood related. I just know that my father takes his job very seriously and he has worked in the Hospitality Industry for many years now. If anything he is too invested in his work. So, all I can say is that he would not jump to that menacing or rude tone without being provoked. That all being said. I am sure if you mentioned this to my father he would do nothing but apologize.

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