Gastnutzer
23. März 2023
Right from the start, things went south. NO front desk person in sight. Waited 15 minutes!! I rang the bell several times and finally called the hotel. Front desk person (3/22/23 at about 8pm) came out of nowhere and stated "they make us do laundry & you should have rung the bell." She only came out when I called and instead of a welcome, I was met with "was that you (calling)?" No welcome, no acknowledgment of being a diamond member. Our initial interaction was not pleasant. I asked about area restaurants and was told with a hand wave "there's a McDonald's over there and a Bush's Chicken." While this may seem satisfactory, I later had to visit the desk and another guest asked the same question. He gets a plethora of great places, including a Mexican restaurant with the best margaritas. I booked a king bed. Got to my room and it was 2 queens. No mention that the room type I booked was not available. When I went back down to the desk, I was told "well, we don't have any kings." WELL, a guest should be told that their room type is not available, not just wait until they get to their room and right off the bat, it is wrong. Someone tell me why in the past couple BW stays this has happened, yet those room types are available on the BW booking site. The room was dirty in the sense that you could clearly see that the HVAC system was filthy. I don't appreciate that dust and dirt blowing on me, during my stay. The carpeted base boards were filthy. Chips by the bed. No guide for the TV. Called the desk and was told to "use the guide on the remote/like I do"...well, there was no such thing on the remote, or on the TV. As far as internet connection, there was a passcode on the keycard, but I had to call again to the front desk and ask which of several listed connections were for the BW. Told which one, and NO passcode was needed. It automatically connected me. As far as the GM or AGM, do not bother insulting me with a canned response of "on behalf of our entire team, we apologize we did not meet YOUR expectations (HOW PASSIVE AGGRESSIVE IS THAT?). Address my individual concerns and make it a point to train your employees to do their job with a smile and that they are correctly trained for good customer service. Welcome your guests. Train your housekeepers or Exec. Housekeeper to do their job correctly. Unless you have cameras in the laundry room, do not expect your front desk employees to leave the desk and have checking in customers wonder what is going on. Never in over 10 years, have I had to wait and go looking for a front desk employee. I have seen my share of front desk workers leave the desk to go out front and smoke cigarettes. (then they run back in when they see you and go to the desk wreaking of cigarettes). Do better. This information will also be shared on the BW page AND same details given on the survey.
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