I’ve stayed at this hotel several times before and usually had a great experience, but this stay was marred by a poor interaction with the night manager, Luke. When my girlfriend and I had trouble with our key card and couldn’t get into our room, Luke approached us in a very rude manner, suggesting that we were in the wrong room. His approach was dismissive and unprofessional, making us feel uncomfortable instead of helping us resolve the issue.
Luke also mentioned that his employee had put us in the wrong room and that it wasn’t supposed to be our room, pointing out the employee’s mistake as if it was relevant to us. This was uncalled for and didn’t help the situation at all. We were simply trying to get into our room, a room we’ve stayed in before, and had experienced key card issues in the past.
Instead of offering a solution, Luke crouched down in front of us and aggressively asked what we wanted him to do or what we wanted out of the situation. This behavior was completely unnecessary and unacceptable for a hotel employee, especially one in a managerial role.
Customer service was lacking, and it’s a shame because I’ve always enjoyed staying here. I hope the hotel addresses this situation and provides better training for staff moving forward.
