Nice location, but NO customer service
Posted Dec 17, 2016
My stay got off on the wrong foot. I was given a key and told that the room was ready. Housekeeping staff was still preparing the room. I returned to the front desk, and I was assured that it was now ready. I made a second trip, but housekeeping was STILL in the room. I returned to the desk again. Now, a front desk person took the keys and went to the room ahead of me. Housekeeping staff was now finished. He handed me the keys and offered an apology. But he made me feel that this whole thing had been MY fault and MY problem.
I received an email from Expedia asking for my initial impressions. I gave the place a poor rating. I then received a follow-up email with the hotel's response. It was the standard kiss-off. Now I was more annoyed than ever. The hotel's manager did offer to meet with me.
The ordeal continued. There was a water main break. There was no hot water, and for a while, there was no water at all. There was no attempt at service recovery and no apology. No one at the front desk seemed overly concerned,
And, the faucet on the bathroom sink was broken.
I think staff wants to provide good customer service. But they need coaching. Better communication between the front desk and housekeeping would have avoided my intial annoyance. And a simple letter of apology about the hot water would have gone a long way.
This is all about management. And the place doesn't have any! This is too bad, since the grounds and rooms are quite lovely.
Comment from Hotel Management
Dec 22, 2016 by Flamingo Beach , Hotel Management
We appreciate your review. We understand that your time is valuable and we are continuously working on providing our guest with a smoother check-in process. By sharing your experience we are able to know when and where improvements can and need to be made in order to provide the best vacation experience possible for our guests. We have taken note of each matter you have had and will pass them on to the appropriate members of our team. We expect all of our staff to provide excellent customer service and hope that although your stay was not perfect, you will allow us the opportunity to provide you with a better stay if you change your mind and decide to stay with us again in the future.