Repeated Check In Issues
Posted Oct 11, 2016
Due to a family event, I booked hotel rooms for different groups coming in from out of town, including myself. While the hotel was clean and the rooms comfortable, the entire check in process was a nightmare.
Initially, I was able to check in the group the first night with some hiccups but the staff worked hard to try and resolve those issues for us.
The next morning I went to the front desk to check in the remainder of the groups that were coming in for the second night as I was going to be away from the hotel the entire day. I signed all of the paperwork, gave all the names of those that would require keys and was assured all the groups had to do was pick up the keys from the concierge.
When the first group arrived in the afternoon, the hotel had no record of group #1. I had to try and resolve it with the group over the phone.
When the second group arrived in the evening, the issue happened again! In addition, when the keys were issued to group #2, they issued the keys to my room instead. The hotel had to issue the correct key to the correct room and deliver it to us while group #2 and I waited in my room exhausted at the late hour.
Although I appreciated the staff trying to resolve these issues for us as they arose, it was extremely frustrating to run into check in issues every single time. For a hotel that deals with groups on a regular basis, I was very disappointed in the lack of communication between shifts. It ruined the hotel experience for us.