NEVER EVER AGAIN, WORST CUSTOMER SERVICE IN BOGOTA
Posted Mar 12, 2016 on Orbitz
I had the worst experience at this hotel it began in the parking lot just trying to get to the hotel to check in, the lady working the parking lot asked me what is my room number and I told her I'm just now checking in I don't have a room number, she made me wait 20 minutes just to find out if I had a reservation first, in the rain with my kids. Once I was able to get to the front desk the man checking us in, treated us like third class citizens. He kept mentioning everything that I have to pay for that was extra then he gave me attitude like I couldn't afford anything. Then he wanted phone numbers from all of us including my 6 year old, wth?
I have made many trips to Bogota and many places in Colombia, and this by far is the worst place for customer service I have ever stayed in. The check in process took over an hour which is not easy when you have two children who are tired, hungry and trying to get out of the rain. I chose this hotel because it is from the Estelar chain, I have stayed with this hotel before in Barranquilla and the service was excellent. I'm not sure where these people receive their training for customer service but they could learn a thing or two from the hotel staff in Barranquilla. They treated me and my kids like we were peasants and couldn't afford anything at their hotel. What was strange is that they didn't see anything wrong with how they were treating us, I guess it's an everyday thing to treat people so poorly.
Comment from Hotel Management
Apr 1, 2016 by email@example.com, Hotel Management
We appreciate and value your comments regarding your stay last. These allow us to make the necessary adjustments in order to provide the best service which has characterized us. Immediately we send its recommendation to the areas responsible in order to take corrective measures that may be required.
Please, accept you our appology for the bad experience. and Let us hope serve and will you experience ESTELAR service.
Best Regards, Cordially, Olga Beatriz Cortes