My complaint:
We went back to our room after the first night and the bathroom was not cleaned, no amenities were left, and the garbage was not emptied. When I called the front desk the wonan told me she isn’t a housekeeper I can call the manager in the morning. I called the main number to complain and was told a manager would call, but never did. The following day the manager addressed it but the shower was still not cleaned even once.
We then had a devestating family emergency had to leave one day early and was told we would not be refunded. The manager was so rude she said my husband did not look upset and if it was really an emergency she would have just left and never turned the keys in. I asked her repeatedly what the hotel policy is regarding a family emergency, she would not answer then she hung up on me.
It is the worst experience of our life. The hotel room was left dirty, the service was well below average and the treatment was rude, and completely unacceptable. We travel frequently and all over the world and have never been treated so rudely. Sleeping in our car would have been better.
Suggested solution:
Train the manager in customer service starting with:
1) Listen and stop interrupting the customer.
2) KNOW the policies and refer to them and follow them accordingly.
3) If you can not resolve the issue in a satisfactory manner have a number and a contact the customer can call who can help- ie- your boss.
4) Do not EVER EVER EVER tell a customer what you would have done in an emergency situation so as to say if it is not done that way then it is wrong????? An adult- especially a manager should be experienced enough to know everyone reacts and acts differently in different situations. Her comments were offensive and essentially she called me a liar.
5) 1 dissatisfied customer is more important than 100 satisfied customers so a policy in place to amend or rectify the situation is important.
6) The person who took the call on midnights needs to be trained in common and basic manners.
