Rated 3,7 out of 5 by 298
Rated 4,0 out of 5,0 by Europlease Confused about what customer service is.
I recently spent four days at this hotel for a conference. While my experience was overall pretty pleasant, I think the general manager of this hotel is a bit confused about what customer service means. As soon as I arrived there was a notification that I had a message waiting. Since I was expecting to meet people there, I listened right away. It was a recorded message from the GM, welcoming me to the hotel, and assuring me that the staff was committed to making it a good stay. OK...fine... But then he went on to say that their objective was to get a perfect score on the satisfaction survey, and if anything I experienced made it so I could not do that, I should immediately call the staff or him personally to make it right. News flash, Mr. GM! Your customers don't care in the least what rating you get on your survey. That is NOT customer service, it is just a feedback mechanism. Good service should be transparent. If I have to call you or staff to make it happen, you are already in trouble and will not be getting a perfect score. The final outcome? The service was only so-so. The people at the front desk were great, but the maids, less so. I used things in the room that were not replaced the next day; e.g., towels, and coffee for the maker. And the anti-slip mat in the shower mysteriously disappeared after the first day, never to return -- almost the source of an accident. When I did flag down and ask the maid for more coffee, she screwed up my request and left more decaf, instead of regular. Not major transgressions, but after the obnoxious request for a perfect score, it was underwhelming to say the least. If I owned this hotel, I would fire the GM and find someone who paid attention to the service, not the evaluation of the service.
16. Oktober 2014
Rated 3,0 out of 5,0 by tole my review
WiFi is extremely slow, at night is almost impossible to work
small sink, no space to put my stuff
13. Oktober 2014
Rated 5,0 out of 5,0 by DeaconDave Maui Bound
Stayed here to be close to Airport for early flight. Enjoyed drinks in the lounge watching Giants Baseball Game. Room was clean and quite , staff was very friendly when we arrive and checked out. Will stay here again and will recommend to friends
13. Oktober 2014