Trip to NY
Posted Aug 17, 2016
We have been using ES for years and chose this location for its proximity to NY, but the customer service from the evening staff at was horrible. First they could not find my reservation, then they did not have the room that I booked (I was guaranteed for late check-in). What I found extremely annoying was the very non-challant attitude of the so called supervisor. We were a family of 6 and was offered a single room instead of the double we had originally booked and was told to book an extra room if we didn't like the alternative that was offered.
After a protracted argument with me calling Expedia to be relocated, they magically found the double we had originally booked. When we finally got in the room, we needed an extra pillow/blanket and called for it but of course it never showed up.
If I had to judge the hotel by this single experience, I will never go back there but the morning staff was lovely and very helpful. The breakfast was as good as any other ES hotel with good hot and cold selections and beverages. The hotel is older and rooms in obvious need of an upgrade but situated in a good location.
I will strongly suggest the evening staff be properly trained and I am still wondering how the supervisor on duty got into a leadership role with the way she handled our check-in.