Ok Rooms, Disappointing Staff
Posted Feb 7, 2017
When we arrived for our stay the front desk staff were slow at getting us checked in. When we got up to our room I was slightly disappointed in the accommodations. The room was run down and in need of renovation. There were stains on the carpet and the walls were pretty marked up. There were also stains in the bathtub. The hot tub which we planned to use was closed, which was very disappointing.
The room was also very noisy. Our neighbours decided to have a drunken heart-to-heart on our first night at this hotel, all of which we could clearly hear through the adjoining door. At 4:45AM when someone decided they needed ice from the ice machine, it was heard so clearly from our room that it woke me up. And after that we could hear the elevators on a pretty consistent basis.
Upon check out the front desk staff decided that the phone call they were on was more important than the line of customers waiting to check out. After standing there for at least 5 minutes I decided to just leave my key and not formally check out. I noticed that other guests did the same thing as they were not interested in waiting.
Comment from Hotel Management
Feb 14, 2017 by falconcrestlodge, Hotel Management
Dear Valued Guest,
Thank you very much for taking a moment to bring your concerns to our attention. It is extreamly disheartening to me that this happened during your stay and can assure you that we strive on a continual basis to provide our valued guests with the highest level of service. I would invite you at any time to reach out to me so that we may discuss your concerns in a more direct manner. We have discussed your comments within our team to assure that we are consistently achieving the highest level of guest satisfaction. I do hope that we would be able to welcome you back in the future so that we may offer you an experience more inline with our high standard.
Guest Services Manager