Interesting experience. On the monday I was checked in by Joanie. She gave me no orientation on the hotel, no help with luggage (two large suitcases to the 2nd floor), no information and not taken to the room and given no information on hte facilities of the room. Then I stayed for four more days and noticed how good the service from the rest of the staff was and overall how good the hotel was. On the Thursday, I noticed a couple checking in and they were given a professional freindly, helpful experiemce. Info about the facilities, the room, their luggage was taken and they were shown to their room. I then asked the two guys why my experience was so poor. And they immediately acknowlegedged that it had been something that they had actually noted and recognised immediately. By was of apology they offered me a free late check out that would have normally cost me $50. Brilliant. It looks like Joanie had taken a dislike to me (despite having never met before), and had decided that I didnt deserve a courteous, professional welcome to the hotel. I then spoke to her manager, Joanne (who may also be her friend). Joanne's response was very interesting. Apprently, Joanie was too busy on the Monday to offer me the right service. So then I ask Joanne - "are you telling me that the hotel policy is that if it gets too busy, then you don't explain to customers anything about the hotel, or about the room, you don't take their luggege to the room and you don;t show them the room. You just leave them to help themselves and work it out on their own?" She looked my in the eye and said "Yes - that is correct". Later on Joanne seemed more apologetic, and may have recgnised that I deserved a better service. This is a very good hotel, with some very good people trying very hard to build the hotels's reputation. And sadly, also some staff who are actively sabotaging the business, at the expense of the customers and their colleagues.
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