Disappointing return visit
Posted Oct 17, 2016
returned after great stay last year. The housekeeping was inconsistent with different items missed each day.The level of cleanliness in the room was less than I would have expected and on eventually politely raising the lack of hand towels on a particular day, on return to my room later that day I was faced with a mountain of towels and toiletries, dumped on the lounge table. The night manager attended and promised housekeeping supervisor would be up immediately. 16 hours later - no supervisor had attended. I then had to escalate this to the general manager.
The staff particularly, Melissa at the front desk, Migel in the bar and David the bellman were extremely helpful and knowledgeable.
I was asked when checking out how my stay had been and responded "Indifferent". The front desk clerk - not Melissa - merely said "thats your bill, goodbye"
All in all a huge contradiction of the very good and the very bad.
Comment from Hotel Management
Oct 24, 2016 by ESLBVSAGM, Hotel Management
Thank you for your review of our hotel. We appreciate you taking the time to share your thoughts and we always appreciate feedback as a way to improve our product and service levels. I am sorry you feel that our team made an effort to "get back" at you for raising a concern as we interact with thousands of guests per week and our goal is to always make sure their stay is an exceptional one. We appreciate your kind words about Melissa, Miguel, and David and hope that you will come back and see us and we'll do our absolute best to ensure your next visit is an exceptional one.
Assistant General Manager