We were ”greeted” by an employee who didn't seem to understand basic customer service. He was vague with answers, and stopped himself halfway through telling about amenities to say ”well, you can read for yourself” as he shoved a piece of paper towards us. Strange. The real problems began when we got trapped in the elevator for over 20 minutes. When the staff finally arrived to assist us, they accused us of causing the problem (guess what - we didn't!). They made a few halfhearted attempts to open the door before leaving, ostensibly to call an elevator repair service. About 10 minutes later I called the front desk again to check on the status of the repair crew. When I asked how long the crew would take to arrive they refused to tell me what the repair crew said (I could hear someone in the background saying 30 minutes), just giving us a vague ”soon.” Rather than assisting us and our child, the desk staff members left us alone in their elevator until a guest found us and was able to free us. When we finally got back to our room the I immediately phoned the desk clerk. When I told her we were free, she had the audacity to get angry at me, telling us that the repair crew ”is already on their way.” She refused to discuss a refund, telling us we needed to ASK for a refund upon checkout. When we checked out I asked for our refund, as I had been instructed. The checkout clerk was unable to process our refund, telling us instead to contact the general manager (whom I had emailed the night before after the ordeal). About 12 hours later (nearly 24 hours after being trapped), I was finally able to get in touch with general manager (phone calls, text messages, and emails all went unanswered). Again, I was given vague promises that he would ”check into it.” As of today, almost 48 hours after being trapped in their faulty elevator, I am still waiting for a refund and apology. TLDR: Don't stay here!
Cemerlang
111 Ulasan