6/10 (良い)
2024年12月20日
Hotel was nice, service a let down
Great location and lovely hotel but the service was a big let down. I was contacted by concierge a day before my arrival (great!) and sold on the spa services and booked in a reservation at the restaurant for the second night. The concierge confirmed the spa hours and access. When I arrived and asked about using the spa, I was told the spa was closed and would be closed the next day (no one knew why). When I expressed my disappointment - explaining the spa was a key factor in my choosing the hotel, the front desk person offered to put a breakfast credit on my room (ok, but I would rather have spa). was also given card of manager and was told they would call to follow up (they never did). When I checked out, and asked about the breakfast credit missing from bill, the front desk person (different one) said that they don’t do that. So I explained that this was offered to me in exchange for closed spa, they continued to argue. I said I had a card of manager for reference and they asked the name. I couldn’t recall - so they said they would not apply the credit. I said the card was in my room and I would go back up and retrieve - she said ‘go ahead’. Upon getting to room (checkout now consuming my morning) the key no longer worked. When I went back, front desk person said ‘never mind, the person who offered the credit did put a note on your account - just in a different place Same drill w/ a spa discount on my booking - still need to sort. Poor service for otherwise nice hotel.
Kari
Kari、4 泊の出張
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