Usuario invitado
1 de marzo de 2024
Based on the majority of hotel reviews and the initial text from Ivy the concierge after we booked, we were looking forward to our Quirk stay. Valet was great on arrival and departure and is a separate company from the hotel. The front desk staff seemed bored and didn’t offer any enthusiasm or even the wifi passcode. The double bed room was sparse. Beds are on platforms and mattresses slide around. While linens were clean, the floors were not and had sweetener wrappers, sequins and even a large sewing needle on the floor. Additionally, the lamps had bugs in them which you could see (see photo). Our room had terrible views of the AC roof units. The hotel was not full and I think they could have offered a better view room. As a travel industry professional, it is clear there is no management here and no staff training. Service was indifferent at best, incompetent at worst, punctuated by eyerolls and shrugs and no inclination towards customer service. When we told the hostess the concierge said we didn’t need a reservation for a dinner table, she kept putting together menus without looking at us and said, “Sorry, we can get you in at 9 pm.” (It was 5:15 pm when we asked.). We quickly called around to numerous nearby restaurants and were told no walk ins, and we had to be at a concert at 8 pm. When we asked the front desk to see a manager about other dining options, we pointed out Ivy gave us wrong info…at which time the manager told us Ivy is an AI bot! The manager didn’t help or direct staff to help us and said, “There are other restaurants in the area to check out. I suggest you walk around and find something,” and gave no further help. The following morning we went to get coffee at the bar. The barista was doing nothing, looking at his/her nails, and we stood there a full 5 minutes just to see if we would be acknowledged which never happened. We went across the street to Lift which was great and welcoming. We will not be back to Quirk and will advise others in the travel industry and our clients to avoid Quirk Richmond. Following COVID, we know good help is hard to find and there are lots of challenges. However, hotel owners and managers do themselves a disservice by not having good training programs and being present. Personal relationships and HUMAN connection are more critical than ever and paramount to a hotel’s success. I would recommend getting the valet to manage the hotel and Lift to take over the food & beverage, as that was the best experience we had. Based on the other reviews responses from the hotel, I’ll be interested to see if an AI bot or actual human responds to this review.
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