Harsh P
6 de septiembre de 2024
I recently stayed at this hotel and was quite disappointed with my experience. As a Diamond member, I expected a certain level of service that unfortunately was not met. Upon arrival, the lady at the front desk was unprofessional and seemed more focused on upselling rather than providing quality customer service. I was charged for an upgrade that should have been complimentary as part of my membership benefits. Additionally, the elevator was dirty when we checked in, and one of the room cabinets had broken glass. When I called the front desk in the evening, the staff member refused to provide a vacuum or offer assistance to clean up the broken glass. It was only after insisting strongly that she finally agreed to send housekeeping to address the issue. Her excuse was that the housekeeping storage was locked, which was unacceptable. Later that night, when the air conditioning decided to take a vacation of its own, I called the front desk hoping for a simple fan to get through the night. I was told, once again, that the magical, all-powerful housekeeping storage was locked tight, and I would just have to wait until morning for relief. But hey, no worries—they generously offered a 15% discount. Because, of course, a small discount is just as good as a functioning AC when you're trying to sleep in a sweltering room, right? To add to the list of issues, we saw multiple bugs coming from the bathroom drain. When we reported this to the staff, our concerns were casually dismissed, making us feel like mere complainers rather than valued guests. Ignoring a pest control issue is not just unprofessional; it's a serious health concern. Pictures of the bugs are attached below for your reference. Throughout our stay, no one offered an apology for the inconveniences we faced. The customer service was terrible, and it seems that the housekeeping storage is equipped with necessary items but is only accessible during business hours. I understand that housekeeping might not be available after hours, but the issues we experienced were basic operational needs. The staff clearly needs more training in dealing with customers, as there was a noticeable lack of professionalism and friendliness, except for an older lady we met in the elevator who I believe was a manager. Advice to Management: It's high time for a reality check. Start by training your staff to prioritize customer service over upselling. Ensure that essential items are accessible at all times, not just during business hours. Implement a system where urgent guest needs can be addressed promptly, regardless of the time. Address pest control issues immediately to maintain a clean and safe environment for your guests. And perhaps most importantly, teach your team the art of a sincere apology. It goes a long way in making guests feel valued and respected. A little empathy and professionalism could transform a negative experience into a positive one. Overall, my stay was far from satisfactory, and I hope the
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