Bad experience and management! Hope the general manager will see this! No communication between department, No follow up on complains, Won’t stay in hard rock ever again!
Me and my family have pay extra and booked silver suite Upton check in. However when we arrived, our suite isn’t available and put us into a cheaper normal room which is extremely unacceptable. They have blame the problem to the travel agency itself, they didn’t solve the situation despite they having other suite available. After that, we have to pay $750 euro extra to upgrade to a smaller size room than that one we originally booked!
Secondly, we have reserved breakfast in the following morning. When we walked to the breakfast reception, they said we haven’t have any breakfast reservation despite I showed her our receipt. Additionally, they told me to walk to the front desk to confirm I have my breakfast booked. Clearly, they don’t have any communications between department and how professional to ask a guest to confirm when clearly that’s her task.
Even the housekeeping is a mess! You easily wait for hours to get one simple thing. No one will ever pick up your phone from the front desk unless you call multiple times, just asking for a towel you have to wait at least an hour. Apparently, they have mentioned that they are short of staff.
I have informed the duty manager regarding this during my stay, however no follow up or what so ever Upton my check out. Overall, bad experience and I will never stay with this brand again.
If you paying to stay for a suite in this hotel, go somewhere else.
Terjemah