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Commentaires des clients
Tous les avis et évaluations que nous recevons sont vérifiés pour vous garantir des informations fournies par des clients ayant réellement séjourné dans l'hôtel.
90%
Recommander cet établissement

Impression générale

4,5

en fonction de 1625 avis
90%
Recommander cet établissement

Ratings Breakdown

1625avis

  • 5 Étoiles
    1108
  • 4 Étoiles
    312
  • 3 Étoiles
    93
  • 2 Étoiles
    69
  • 1 Étoiles
    43

Shocked at the treatment I received.

By

juillet 19, 2019

We have been Spire Elite Members since 2015. My husband booked this hotel stay for me to have some “me time”. We stay in IHG hotels often and this was the poorest experience. The hotel is pretty hard to locate, but that can be expected being in the center of the city. You will have to park in a parking garage, and schlep all of your belongings down in elevator and outside three long Nero sidewalk, until you walk around to the front of the building. Upon check-in, I was assisted by a young lady who did not even say hello, welcome, or anything. She just said “I need your ID and a card.” She typed on her computer for a minute and just looked at me and said “Your room is dirty.” Very rude, and we had requested early check in, plus because of the difficulty I had finding the entrance, it was past check in time already. I was told I would be moved to a different room, which I was OK with. When the girl could not figure out how to switch my room, the manager Josh came over to help her out to which she got a nasty attitude and is soon as he walked away she begin commenting about how everyone micromanages her and was rolling her eyes. She did not proceed to tell me about any of the amenities of the hotel and then I later found out I had access to a nice concierge lounge, Very rude, and we had requested early check in, plus because of the difficulty I had finding the entrance, it was past check in time already. I was told I would be moved to a different room, which I was OK with. When the girl could not figure out how to switch my room, the manager Josh came over to help her out to which she got a nasty attitude and is soon as he walked away she begin commenting about how everyone micromanages her and was rolling her eyes. She did not proceed to tell me about any of the amenities of the hotel and then I later found out I had access to a nice concierge lounge,That she told me nothing about. I asked about parking and she said it was covered as long as I did not use the valet, and she said I could leave as many times as I want it as long as I got my ticket validated. I got up to my room, which was a suite, only to find that we requested a view of the city and we got a view of a roof and air-conditioning units, the room was nice, however as I was checking out the bed, I noticed there was blood stains on the pillow case in several spots, facing outward and visible from standing in the room. My husband called and requested that Josh the manager move me to a different room, eventually he came up to my room and helped me with my bag to a room on the 12th floor which had the exact same view, but luckily no blood on the pillows, he also was shocked to find out that the rude girl at the front desk did not tell me anything and told me that he would give me whatever I needed. I also confirmed with him about the parking situation and was told the same my husband called and requested that Josh the manager move me to a different room, eventually he came up to my room and helped me with my bag to a room on the 12th floor which had the exact same view, but luckily no blood on the pillows, he also was shocked to find out that the rude girl at the front desk did not tell me anything and told me that he would give me whatever I needed. I also confirmed with him about the parking situation and was told the same information. We specifically requested to not have a room by the elevator, and I was told that this room was close but I would not hear anything, as that has been an issue in the past. I’m not sure if the rooms have been remodeled but the door is so close to the toilet that you have to shove it as it rubs up against the toilet seat and get stuck, to even open or close the door to the restroom. I left to get a couple of things, and came back, and had great room service. The restaurant is amazing. However the sleep was horrible. Because of the location of The bedroom portion of the suite, it literally was directly where the waiting area for all three elevators were for the floor (room 1215). As documented on my phone, there were several instances of people having fights and yelling and screaming and it was so loud it sounded as if they were right in my room. This continued through the night and even at 7 AM. As I was preparing to leave the next day, a bill was slipped under my door which included a charge for $20 in parking, which I was told would be covered. As I left, I went downstairs to check out and the same Ride girl was working, along with another girl. I told her I wanted to check out but then told her there was a charge for parking and she said yes that I had to pay for parking and I told her I was informed that it was covered up to $20, she told me that was not the case, that was simply the rate that I would be charged, and I explained to her that was not correct and I was not told that and she immediately got an attitude, and I asked her if Josh was working and she said no that he came in this afternoon and I asked her if I could speak to someone and she said “If you booked online, you can just look up the contact information there, ok?” She had a nasty attitude and at this point I was pretty upset, I rarely complain and have worked in customer service for many years. I asked her if she could please get a manager so I could speak to them because I’m not going online to send the email, that I wanted to speak to someone right then, and with her snide little attitude she told me sure, and proceeded to not call anyone up but help the people standing behind me and as I stood in the lobby she just stood there and did not get a manager, I was not going to stand around and wait all day, so I went back over to her and asked her to please leave a message for Josh who had Helped me the night before, to call me a soon as he got in. She told me know that she would not take a message, that I could call back up there on my own time. At this point I was furious and I think her and said I would not be returning, to which she said absolutely nothing. Upon hauling all of my things up to the fourth floor of the parking garage, I went to leave and put the ticket that was validated in and told that I owed a $25 balance, so in less than 24 hours I was charged $45 for parking, which is absurd. I was also never thanks for being a spire elite member or offered the welcome bonus check in points that I was supposed to receive, we will definitely never stay at this location again, and would rather take our business elsewhere as customer service is of top importance. Maybe some training in courtesy and respect (Hospitality Industry 101) for interacting with the guests. I will say the manager Josh did what he could while he was there, and there was another gentleman at the front desk who I did not catch his name, who is very friendly, but as far as the two young ladies, definitely if I could leave a zero for them I would as far as their poor customer service. Would love to speak with someone further about this.

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