Hotel Staff is Rather Awful and Penny Pinch You
Posted Oct 29, 2016
We went to the local grocery store and came back with a couple of bags. The greeter offered to put our groceries on a cart and promised to have them brought to our room. I self parked the car and after coming back and waiting (15 minutes total) nobody was around and our cart was still sitting in the lobby. I went ahead to grab the cart and to take the groceries back myself as it was 92 degrees outside and we had some refrigerated items that I didn't want to spoil. As we were waiting on the elevator, a woman from the outside front desk came over and informed us that we weren't allowed to use their carts. She helped us unload our groceries onto the floor and took the cart away. She didn't offer to take the cart to our room or apologize for abandoning our $100+ worth of groceries in the lobby or the middle of the hotel. This left us having to carry our bags by hand in 92 degree weather as we were only halfway back to our room. About 3/4 of the way back, we had to sit down some of our groceries and come back for them as we couldn't manage to carry everything.
To me, this is terrible customer service. The outside front desk woman took their rules literally and didn't offer to help in any way other than to offload our groceries. To me, this is also a sign that the Fairmont Orchid doesn't want their guest eating breakfast or lunch in their rooms.
These bad experiences caused us to mainly use the hotel for sleep and the pool to avoid giving any additional money.
Comment from Hotel Management
Nov 4, 2016 by Fairmont Orchid, Hawaii, Hotel Management
We have shared your feedback with the appropriate departments and apologize for your experience. Should you wish to discuss this matter further, please do not hesitate to contact us directly. Mahalo.