Needing Training! Referring the Entire Front Office Staff to:
Give 'em the Pickle by Bob Farrell - Customer Service Training
The front office staff was unfriendly from start to finish. So, I arrived Monday 2/`3/2025, and I encountered Autumn. I wanted a suite, and she told me they didn't have that accommodation, but Comfort Inn did, and maybe I wanted to go there. I told her I had looked at that and liked Hampton better because they had wood on the floor and not carpet. I then asked as a Gold Member, can I upgrade to a King-room. She stated we might not have one later, as check-in is at 4 pm. I asked her if I checked in now, could I have the upgrade, and she stated YES. Once I checked in and picked the queens, I went back and told her I had checked in and asked if I could get the room now. She checked me in and gave me the key to the queen. I returned and identified that this was not the upgrade. She identified then, “we don't have enough of them open to give you one; we have to sell those first.” I identified I asked you just now, and she identified, “I must have misunderstood. I have a King, but you will have to pay for it.” I asked her the price, and she said 10.00 extra a night. I said OKAY, I don’t care! I then asked if they had a Disability room because I had a bad hip and often slip and fall. I had my disability tag in my car if she needed it. She identified “NO; we don't have enough of those to give you one.” Mind you readers, I am booking online and seeing what they have available. I then asked her if I should just cancel this reservation to get the room I need. She identified Yes, you can try. I booked the disability/king room and came right back up to the desk. She stated, “oh, now that is not available; someone just booked it, I'm sorry!” I said, "I know it was me! Another front desk AA woman (I don't know her name) came up. Autumn asked her how she could move my cash reservation over to the Disability room, as when she tried at first, it wouldn't allow her to. She could move it over, and they would still be alright. I injected and identified, "No, I need the cash reservation canceled as I'm using points for the disability room." (See, I pay cash when I want to build up my points, but at this point, the LIE has made me want to get rid of all my points and just stay with my Ambassador Status with Marriott)! She was never trying to transfer me over; she was trying to dump me in what she felt I needed and disregarded that she had no intention of meeting none of my needs. I then ask for a late check out when I leave. She stated, “You have to come ask that on your day of checkout, and the latest here is Noon.” By this time, 45 minutes had passed, and my husband had arrived with my bags, and we were still working on getting things right. Needless to say, I finally got a Disability room, which at best was okay. On Tuesday, I met Bree, and explained that I might be checking out Wednesday, and I would need a late check out. I would not know until 7 pm, but I would let her know. I then let her know that I was offered no water, snacks, or points when I checked in. She identified, “Which do you want? You can let me know when you know, and late checkout is at Noon, and you can ask in the morning if you checkout.” The coldness and rolled eyes, like I was getting on her nerves, took me back. I just walked away and went to the Restaurant next door to have some Amazing Customer Service! Well, on my way back, I walked in, and Bree was checking in another guest. She was just as friendly and smiling with the gentlemen. I just kept walking; I wanted her to enjoy her moment of kindness. I ended up staying over. Wednesday came, and I was so happy that I only had one more day of Teaching Customer Service Training. They had given me what I needed to tell my class how NOT TO BE! But Amazingly, I met a kind woman (I think her name was Amy, sorry if I am wrong) putting out breakfast for the guest. She greeted me, asked if I needed anything, gave a smile, and made the morning positive. Of course, I had to incorporate her into my class and let them know that sometimes, that is all it takes to make a person’s day or save their lives! Wednesday, I went to the Restaurant next door again, and there I met a couple that was staying at the hotel as well. I was speaking on my stay, and they identified how poor the customer service was at the hotel as well. They were unhappy, and identified that a friend had already told them to beware! Thursday morning finally came, Thank God! I went to the Front Desk to ask about the late check out. Mike was the clerk, and I explained that they identified that I had to get up and come ask for a late checkout. He asked, “How late would you like to check out?” I said 1 pm, he looked at my room and the notes apparently, and stated “oh Bree had already put it in, for Noon and that is the latest checkout you can have. I am usually the last person to know about late checkout. The ladies usually handle that.” Of course, I just looked. I then walked off and packed all my things in my car; I no longer desired a late checkout! I needed 1 pm so I could have come during the lunch break to gather my things, but I would just take a chance and hope for the best! Again, on my exit, I saw the nice lady that sets up Breakfast. She smiled and stated, “Have a nice day.” Just what I needed!
I got home safely and immediately called my colleagues that were scheduled to go there in a few weeks and immediately told them to go somewhere else or rent a home! If they had a NEGATIVE 0, I would have given that for the Poor Customer Service (they never offered my water, or points, or snack as a Gold Member), they had no smiles and were forever rude! The room would get a 3 (there was a food container top in the refrigerator), and the Breakfast would get a 10, just for the Nice Lady!!
Please, Owner: Train your Staff on Customer Service and inspect those rooms more often! They will benefit from a classic customer service video: Give 'em the Pickle by Bob Farrell - Customer Service Training. They were a Perfect example of how customer service should Not look!
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