Not bad but needs Improvement
Posted Dec 22, 2016 on Hotels
I will start by saying that this is the second time I stay at the exact same location; my first time (about a month prior to this visit) was amazing, the service was fast, the staff were super nice, and the room was great. The second time however, we weren't very satisfied, for three main:
1) When we checked in, we asked for an extra chair since we needed to work a little, but they never brought a chair to the room
2) We suspect that the shower was broken (another possibility is that it was very hard to operate since we were in an accessible room), the water starts as hot then it automatically goes cold
3) When we checked out, they asked us about our experience and I told them about the shower situation. I had assumed that the staff should have the basic understanding that if someone pays for a supposedly "decent" hotel such as Aloft, they would at least expect to be able to take a nice shower without problems; although we did not ask for it, I personally expected to get some sort of compensation (whether that is a discount on next visit or a refund)
All in all, we won't be returning to this hotel
Comment from Hotel Management
Dec 27, 2016 by General Manager, Hotel Management
Dear Mr. Ayman,
We sincerely apologize for the missed opportunity during your recent stay with us. Thank you for taking time to share your feedback and we will take the necessary steps to realign with our high service standards. We strive for excellence every day and our goal is to provide a positive and a memorable stay for all our guests.
I am delighted to hear that your first experience was fantastic and I truly hope that you would give us another opportunity to welcome you back.