I arrived on 6/22/24 around 2pm, tried to check into hotel, started check in with Shenelle behind the desk who confirmed the room rate and room type which was a king room, scan copied my passport, then got passed to another person Kayla, who started to continue working on my check in then got passed to a third person, Giselle who didn’t even say hello and was clearly doing something else other than checking me in. She helped another person who jumped in front of me as I stood there for 15-20 mins, she said nothing while doing something on the computer and then told me to go back to Kayla who activated two keys to room 227. I go to the room after waiting for nearly an hour for check in, and it was two double beds rather than the king bed that I requested and that Shenelle confirmed. I go back downstairs to inform the staff about the room and all three of them looked as if they had NO idea what to do next. Then Kayla then says I have to wait another 20 minutes for another king room to be available. After waiting another 45 mins I finally had a room. Additionally, the website confirms that check in is guaranteed by 3:00PM and I did not get a room key until almost 4:30PM. Also, it's not as if there was a long line with many guests in front of me, it was just me and two friends waiting for our individual rooms. All three of us had a similar check in experience. Three staff members, three guests waiting to check in, this shouldnt have been an issue. When we asked to speak to the manager, the Giselle was very evasive about providing the general managers name or contact information. We had to ask her multiple times and she kept giving his schedule of when he would be in the hotel rather than an email address. When she finally gave the email address she provided an email address without an “@“ sign, purposely giving incorrect information. I pointed out it’s not an email address and all three desk staff claimed it was, even though there was no “@“ sign in the “email address”. They then showed me the email address on outlook and they clearly didn’t read the actual address which I pointed out to them in the Outlook contact sheet. I’m not sure how any of these individuals have a job in customer service to be totally honest. It should not take over two hours to check into the CORRECT room. It also shouldn’t take 3 people to check someone into a room. Upon entering the correct room, there was no hairdryer, no iron, and no ironing board; housekeeping did however provide these items after I called. Rooms are outdated and the images shown are misleading because most of the rooms are not renovated, also the bathroom had a missing drain cover in the shower, the AC filter needed to be changed, both bedside lamps didnt work, and three of the outlets in the room did not work. Ridiculous wait times, horrible customer service, and poor approach to compensation after expressing our poor check in experience (I was given ONE free breakfast and they also s
Tunjuk Lagi