“A very disappointing visit”
We booked and paid in advance for a premium “Luxury” room, but the TV in the room didn’t work. We asked the bar staff for help and a young man came to the room, saying the TV had a known issue and had been reported to management. He managed to turn it on, but it only picked up one channel. We told him it wasn’t acceptable and we would expect a rebate at checkout. He agreed it was bad and said he would pass the message on. We ate dinner in the restaurant, but the beer tasted vinegary; the bartender admitted it was “off” and promised we wouldn’t be charged. After the meal we had to leave the hotel to find another place to watch the match because we couldn’t watch it in our room. When we returned to get ready for bed, neither of the bedside lamps worked. The same young man came again, changed the bulbs, but the lamps still didn’t work. He gave us a couple of battery lamps from the restaurant, but they were too dim to read by. We told him again that this was not up to the “luxury” standard, and he said he would pass the message to his manager. We had breakfast the next morning and each found a human hair in our cooked meals. After breakfast we checked out, explained our dissatisfaction with the accommodation, and asked for a rebate. The gentleman behind the bar seemed unaware of the TV, light, and beer issues we’d already mentioned, so we had to explain them again. Instead of apologising or trying to resolve the situation, he denied knowledge of the light problem (though he didn’t deny the TV issue), refused to discuss a rebate until we had paid for the previous night’s meal, and aggressively told us: “Well, you might as well leave now then.” We said that was appalling customer service and we wouldn’t leave a poor review. He replied, “I don’t care. We have other lots of good reviews.” That seemed to end the conversation, so we left immediately. We got the impression that no senior staff were on duty that evening to handle our complaints, and that the junior staff didn’t have the authority to refer them to management. There seemed to be a communication breakdown, so our complaints never reached management when we checked out the next morning. Later that day we were surprised and disappointed to receive an email from the hotel about an unpaid bill. We responded in writing, outlining the points above, and to date we have not received any further communication from the hotel.
Timothy·Hace un mes