Customer service at its worst!
Posted Jan 10, 2017 on Hotels
I stayed for four nights. The room I was first given had a horrible sweaty, stinky smell that gave me really bad nights. When I brought the problem to the attention of the front desk staff, I was given lame excuses, such as “there’s no smell, it’s perfume” (I wonder what the hotel’s definition of perfume is?). The staff kept saying “There’s no smell” each time I approached her about the problem. I had to go back and forth with the front desk for two days before the problem was taken seriously. They finally switched me to another room which had neither perfume nor unpleasant smell.
I wonder why the hotel didn’t take its guests seriously and with better professionalism. No guests would expect to be put in a stinky room for bad nights, even guests who are understanding. Why try your guest's patience before finally admitting to your problem and do something about it? And I did not hear a single apology from any of the staff regarding my room’s problem throughout my entire stay; not even a “bitte” (“You’re welcome” in German) when I checked out and said “Thank you”.
I had never before given a poor review to any hotel. As a matter of fact, I’m teaching at a hotel management school and have a lot of understanding for people working in hospitality. If the hotel staff make efforts to earnestly address the oversights, I don’t see it necessary to give a poor rating and reveal the oversights publicly. However, this was such bad experience that I simply have to put it down in review.
Comment from Hotel Management
Jan 15, 2017 by General Manager, Hotel Management
thank you for your Feedback Via Expedia.
As I have offered you in the Accor / Adagio rating, I would be very glad if you would contact me personally.
Please allow me to apologize for the unfortunate chain of events leading to an unpleasant stay with us and be rest assured that your feedback will be shared amongst all team members to ensure that such shortfalls, which certainly do not reflect our usual high service standards will be avoided in the future. We hope we will get the chance to welcome you to the Adagio Munich City Aparthotel again to convince you of our excellent service.