When my husband made the on-line reservation he added a request for a room away from the elevator & ice machine on an upper floor (we understand this is a best-effort request). We arrived on a Sunday @ 3:30 pm to a sparsely filled parking lot. The front desk employee was not impolite but said very few words - we didn't catch his name but he had a beard and an AR-15 tattoo on his forearm. He assigned us a room on the 3rd floor (great) but as the elevator opened we found our room was directly across from the elevator door. Upon returning to the lobby and requesting a room further away from elevators & ice machines, he then assigned a room on the second floor, which turned out to be... immediately next to the elevator. *sigh* My husband, now frustrated, returned for a 3rd try and told the employee that he felt like he was getting a runaround. In response, this employee then literally threw both arms in the air, turned his back on my husband and disappeared into the back office without another word. At that moment, another employee (Duane) stepped up to the counter and politely asked how he could help, while my husband explained our situation. Duane very politely explained that the housekeeping staff was a little behind at the moment but that they should have a number of better rooms available if we could wait about 10 minutes. We said yes, absolutely, and in just a few minutes he walked over with key cards for a great room on the 3rd floor at the end of the hallway. Perfect. Our stay for 4 nights was fine aside from our negative check-in experience with a very unprofessional employee. This was a minor request and my husband was not belligerent or even raised his voice. I want to commend Duane for his professionalism and manner in resolving things for us with a solution that was actually very simple. I did submit this feedback to the Hampton Inn. I didn't specifically request that they contact me and I haven't heard back from them.
98 Ulasan