arrogance in otherwise a fantastic Mantra Group
Posted 24-Mar-2017 on Hotels
normally Mantra has high standards. This time I experienced otherwise. we checked in late at around 11 pm after 5.5 HR flight from Brisbane. initially all looked good, middle of the night when it became warm I tried to switch on Air con, it wouldn't work. tried to call reception without success and since I was tired didn't pursue hard, tried to sleep instead. morning again I complained while having BF in room and the technician came, drained water and it started.
i had asked for an extra chair for BF with my colleague which though promised never came.
when I contacted reception the night was too bad and Mantra should penalise itself...most good hotels would give the night free. But Mantra reception was in no mood to acknowledge that sweating middle of the night and loosing your sleep was anything major. An extremely arrogant Duty manager Sophia was unmoved and her body language suggested "do what you want to,,,,"
For me an apology does not work in hospitality and Air con not functioning, specifically if you check in at 11 pm giving enough time to staff...there is no question. They also have the most rigid 10 am checkout policy....I've not come across more rigid policy then Mantra. The least they could have offered is a room for few hours in the evening to rest before my midnight flight (I did tell them) but Sophia was unmoved and demanded full extra night payment.
I think more then Air con not working, the behaviour of Sophia was far from expectation out if Mantra Group