Cockroach and poor customer service
Posted Nov 10, 2016 on Hotels
I had a bad experience on my first night. I found a giant cockroach crawling on the wall and immediately called the front desk. This was around 11 pm. I was assured that maintenance would be there shortly. I waited for several minutes and called back. The same woman answered and said that once her coworker was finished checking some guests in, she would give me a call back ASAP. This was approximately 11:15. I waited for a few more minutes and did not receive a call. When I called the front desk for the third time, I was told by a different woman that maintenance was not onsite this late. This was at 11:30 pm. I'm not sure what happened in that 15 minute window, but that was extremely unprofessional to assure a guest that maintenance would be up shortly if they were no longer onsite. I was eventually able to switch rooms.
The next night when I tried to get into my room, my card had stopped working. The guest across the hall told me that it had happened to him earlier that day and that I should go down to the front desk. The woman at the front desk asked me, "What did you do?" instead of politely offering to fix the problem. It turns out they had deactivated my card although I had another night's stay. As I walked back to my room, another guest walked up to the front desk with the same issue. And she repeated the same thing, "What did you do?" Clearly it was an issue on the hotel's end...so why blame the guests?
Overall decent accommodations, but poor customer service.