Posted Sep 3, 2016 on Hotels
To echo the negative comments from a previous reviewer, I attempted a late check-in and found myself locked out of the hotel, as no one answered the front desk extension. I was stuck in the vestibule for 10 minutes before a guest inside let me in. Once inside, I dialed the front desk extension from the lobby phone while calling the hotel's main line with my mobile. An answering service picked up, but neither apologized nor offered a solution. A guest came in and helped me by banging on some door. I don't know how he knew how to find an employee, but a person finally appeared.
The woman informed me that the phone "wasn't ringing". (If the phone doesn't work, maybe don't leave the desk?) No apology.
But this is not a customer service complaint. It sucks that low-level employees see nothing wrong with the situation, but why should they, when management doesn't see anything wrong with it?
Not having a 24-hour front desk is not just inconvenient; it's not unpleasant, like a noisy air conditioner or a lumpy pillow; it is unsafe. This is a safety issue, one that management responded to a prior identical complaint by saying would be remedied.
A month after the first complaint on this site, the issue has not been addressed.
Don’t stay here. The place is tired and below standard for this brand, but that aside, checking in without major issues is a low bar to set for a hotel. This establishment can't provide that most basic level of service.
Comment from Hotel Management
Sep 8, 2016 by General Manager, Hotel Management
Thank you for staying with us and for taking the time to post a review. We are so very sorry we left you with an unfortunate first impression. We never want a guest to feel unsafe. The lack of service you received upon check in is not acceptable and not a normal occurrence at our hotel. I appreciate your detailed experience and would like to gather further information. Your concerns are my concerns and I would like to have the opportunity to leave you with a better feeling about our hotel and staff.