Good hotel, terrible service
Posted Mar 1, 2016 on Orbitz
With better front desk staff and Wifi, this would be a 4-5 star review. The actual hotel, location, amenities was great and I'd stay there again for the great value.
However, almost everyone I encountered at the front desk in person or on the phone was extremely unprofessional and rude (and I'm not a difficult person by any means). Twice I witnessed a staff-member harshly arguing with another employee right in front of guests. When I checked in, the guy at the desk seemed like he just didn't care, and was not welcoming in the slightest. The guy who brought our bags up to the room seemed angry and talked under his breath when he wasn't tipped (there was a reason for that). Whenever I called to get the Wifi code (it required me to call every day), the person on the other end was almost always rude. They hung up on me twice, told me they'd call back and didn't, and overall said things that implied they were irritated that I was calling (that should never happen in customer service). Vinay from the front desk was the one person who was professional and courteous.
The wifi cut off almost every day. Whenever I called, they told me that the limit was 250MB (first of all, this is never mentioned anywhere, is it?). Well, I never used 250MB because I only used it for emails, etc. There was obviously a problem since I was not the only one getting kicked off daily (others told me they had the same problem).
Whenever I did call to receive a new code, the person on the other end was very difficult to understand. As always on the phone, it's difficult to hear the difference in letters (B vs D, etc.). There are common ways to describe them such as B as in boy but they would use local examples with words I had never heard before. C as in ___ was some local place I had never heard before. I would just recommend that they use more international examples.