I was in this hotel for one night from 15 to 16 October 2020.
This is a 4 star hotel by the way. ...
Even though the manager on duty seemed to be nice and professional, I mainly dealt with reception staff member who was on duty in the afternoon, and another staff member at reception after 9pm... It was perhaps the same person , I’m sot sure, because of the masks being worn. The attitude was unprofessional and dismissive.
- First when I was trying to exit the underground car park , I got lost. There were no visible exit signs in either Spanish or English.
-second, after unpacking my baggage, I left the room for a good 4 hours to go sightseeing. I asked the reception lady to “please change my room fridge as it didn’t work, and please bring a blanket into the room.”
Her reply was “are you sure it’s not working?” I had to explain myself yes, I tried everything and it’s not working. I said to her I have fresh vegetables and salads I need to put in the fridge. To that she said I can bring it downstairs and she can put it in the fridge behind réception for me. I said well I’m not going to be going up and down the stairs each time I need to make a salad !! I thought that proposition was really inconsiderate... do you put yourselves in your customers shoes? There is a fridge in the room that’s supposed to be working, can you please replace it., I said.
Her body language was clearly dismissive and annoyed that interferes with her comfort zone...
When I came back later, both things were not done. When I called the reception by phone, the connection line is awful, I could barely hear the lady talking. Someone should tell them to talk louder because of the mask they’re wearing .
The manager came with the blanket that I asked for, and offered to replace the fridge, but I said no. I was counting on the fridge to be replaced when I’m OUT of the room. I don’t like people coming and changing things in the room when I’m already there. Can I just remind you... you’re supposed to be a 4 star hotel
- right after that I try to get on the wifi, it worked very badly. Signal was weak I had to reset the connection every five minutes.
For a 4 star hotel, it’s just awful. It is year 2020, not 2005. All basic internet in a four start hotel should be working .
So I call reception and say it’s works very badly. She offers to get me on the executive floor WiFi system for which there is a code. She says do I want to come downstairs to get it, or do I want it over the phone? In a 4 star hotel I’m supposed to put my clothes back on and “go get it”? Awful.
She tells me the code over the phone.... I hang up... go try it, It doesn’t work.
I call back, she says she’ll bring it to my room on a piece of paper.
I have URGENT things to do on the internet, but I have to wait 20 minutes.
When she comes to the door she gives me a tiny piece of paper, and by time time I look at it , she’s already gone. On a tiny piece of paper , there is an HAND WRITTEN code, and I can’t decipher. Total lack of consideration for the customer.. Are we supposed to be able to decipher personal hand writings on a tiny piece of paper ?
Do you put yourselves in your customers shoes ? (Which is the basic mantra of customer service.., otherwise don’t bother working in customer service...)
So what do I do? I put my clothes back on, I go downstairs, no one at reception desk.
I call them to come solve my problem, as I hear voices at the back.
The lady comes, and I ask her to type the password on my iPad herself.
She does , and it works, but her attitude was both annoyed and dismissive.
When I got back into my room, I picked up the phone, and said to her how rude and unpleasant she has been. ONE HOUR it took to have the internet sorted.
They could have given me the executive floor password, as that’s where I was supposed to be in the first place (they downgraded me !) , but if they had at least given me the code from the moment I checked in, it would have spared me all that saga...
I had just driven from A Coruna , where I stayed for two nights, in another 4 star hotel, one of the NH hotels and resorts, for the same price per night , and the staff were so good they simply couldn’t be more kind and professional.
Can you perhaps send your staff back to school! But make sure it’s a different one. The one NH hotels uses. And get the right people. Get them with basic skills of customer service basic empathy, or else STOP ADVERTISING YOURSELF AS A FOUR STAR HOTEL.
(Also , stains on the bed cover. I hope they’re not sperm stains... again.. 4 star hotel...I’m attaching photos of the stains.... I hope the stains don’t contain covid... ... t’en a period of a pandemic, this is disgraceful, and potentially very dangerous )
ES