Bad check-in experience
Posted 12-May-2017 on Hotels
There was a lack of professionalism and process when we checked in. The front desk agent just kept telling us "whatever you'd like" which could be a "customers first" approach, but not to the types of questions we're asking. Usually, when you check into a hotel, you need the name of the reservation, their ID, card, etc. Telling us "whatever you'd like," leads me to believe that there is no process and/or the agent simply did not know nor care. Next, we get into our room, and there was a HORRIBLE odor coming from the kitchen - specifically the fridge. We hand't even had a chance to set down our things and already needed to change rooms. The stench left me thinking the entire hotel was dirty, and for lack of a better phrase, it just felt "icky" staying there. Although we were able to quickly change rooms, we were not offered an apology or anything to let us know that we were still valued. With a bad check-in experience from start to finish, it sets the tone for the duration of our stay. With a better experience from the start, I believe I would have had a more enjoyable experience and provided a better review.
Comment from Hotel Management
14-May-2017 by Manager, Hotel Management
Danielle, thank you for being our guest. We apologize for your unpleasant experience with our front desk associates and for the cleanliness issues you encountered with your first room. We have shared your concerns with the appropriate staff members, and we are taking appropriate measures to ensure these issues are not repeated. We encourage you to try us again in the near future as I am confident you will enjoy a better stay.