Customer service failure
Posted Nov 20, 2016 on Hotels
When I first arrived, I was given keys to a room that was already occupied. Thankfully, the occupant was gone, and I avoided a very awkward encounter. Small problem. No big deal.
I got keys to a new room, dropped my stuff off, and then went out for dinner. When I came back and attempted to enter my room, my keys did not work. I came downstairs, was issued two new keys, and tried again. I repeated this process twice more (total of 4 trips and 4 sets of keys). I went down once more, and an employee coming on shift had to use a device to unlock my door because the other employee did not know how to operate the device. This was a temporary fix. I tested my keys this morning, and they still did not work. In order to go eat breakfast, I had to leave my room unsecured because I did not want to be locked out.
Bottom line: the people were very nice and understanding about my problem, but no permanent fix was made. I was not offered another room and I wasn't told that my door would be fixed. Both would have been great options. I was treated like making five trips to the 3rd floor and back to access my paid-for room was a normal occurrence. This is a massive customer service failure.
I really hope you guys can learn from this review. It really made my stay much more of a pain than it had to be.
Comment from Hotel Management
Dec 30, 2016 by General Manager, Hotel Management
Thank you for bringing this to our attention. We apologize for the inconveniences you faced during your stay, as that is not up to our normal standards. We will share your feedback with our staff and make the necessary changes. We hope you choose to stay with us again, so we can show you our true level of service.