Excuses instead of apologies
Posted Jul 30, 2016 on CheapTickets
My wife and I had a terrible experience in this hotel. We wish we had taken the bad reviews on this site more seriously.
For three days we complained about not having air conditioning in our room. Our air conditioning unit broke and we asked several times for it to be fixed. It was 91 degrees outside. The first day we told them at lunchtime and again at dinnertime. My PREGNANT wife ended up sleeping in a hot room and woke up drenched in sweat. The second day we told them early that morning, again at lunch, and after dinner. The night desk guy couldn't get it to work, and couldn't move us to another room because the only other room also had a broken air conditioning unit. That's when we found out that both their maintenance guys called in sick for the weekend and there was "nothing they could do about it." They gave us a crappy wall fan, and we slept with the windows open to the noisy streets that night. My PREGNANT wife woke up sick with a sore throat and stuffiness. We told them again early on the THIRD day that we needed something to be done. We finally got a new room that NIGHT.
In that whole horrible experience, we didn't receive one apology. There wasn't a single offer to compensate us for our inconvenience. They could have at least offered us complimentary breakfasts for our troubles, but they didn't. Instead, they said, "We gave you another room," in a tone that suggested they did us a big favor and they didn't have to do it. Worst customer service ever.
Comment from Hotel Management
Aug 28, 2016 by Jean-Luc LITTAYE - Assistant Manager, Hotel Management
We regret that your stay did not reached your expectations. We would like to answer by saying first; that after having check all these informations : the air conditioning was working in every rooms, we learned that it was the noise which was disturbing you. We have immediatly offer you another room, what you refused... Regarding the manager, he never saw you... You took the wrong shuttle which was reserved with your own travel agent. We have a true spirit of hospitality which is reconize in all the previous reviews.
We are very committed to our guests satisfaction and we are continuously working to increase the quality of our services. Best regards. Jean-Luc LITTAYE - Assistant Manager