Both my overall rand my service rating were based on one incident that REALLY bothered me.
On morning of checkout, I received a phone survey asking if I was still at the hotel and, if so, gave me a list of times for me to indicate when we would be checking out. I selected 12 Noon for checkout, submitted my response went to sleep to rest for my drive.
But at 11:08 I get a front desk agent knocking on the door, repeatedly, persistently, until I had to get up, get dressed and open the door. All for her to ask me if I was checking out and at what time! I was livid! I still am.
What was the point? Does the front desk not have access to the info from the phone survey??? Can someone copy them on that spreadsheet?
I only had a couple hours to get some solid sleep. Bags were packed so when my alarm went off at 11:40, we could be dressed and out the room in 15minutes or less.
Why was there a need for your desk agent to wake me up and ask for information I had already provided you a couple hours earlier???
It threw off my sleep, threw off my plans, put me in a bad mood and I’ve had a headache all day since then.
I’d already provided you with my checkout information. And if I’ve not gone past the checkout time, why are you knocking repeatedly on my door yelling “front desk”?
It’s disruptive and rude and unnecessarily aggressive.
Calling the room would have still woken us up unnecessarily, but at least I could’ve answered the phone while still in bed.
