When I arrived at reception, they told me there was an issue with my room and that I would be moved to another hotel 500 m away in the same chain. I asked why my room wasn’t being used instead of the one for guests arriving later, and they said it had been assigned to me since I booked almost a year ago. The receptionist’s explanations grew more absurd the longer we argued. After discussing the complexity of moving to the other hotel, a group of friends who were staying at the Leonardo hotel joined us, and they offered us a room for the first night on the condition that we would switch rooms the next day. We accepted, even though it was inconvenient not to be able to unpack. The next day we changed rooms and they apologized for the incident. This could have been avoided; a guest who arrives with high expectations should be treated with a friendly welcome and solutions that favor the client. That is the difference between professional service and disappointing customer care that makes even a good property feel let down.
MariaHace 2 semanas