2/10
I was staying for my fathers funeral. Check in@3:00. Mangager Hattie told us she would go check on room delay. Never returned. After 90 minutes we left to go get dinner. Came back@6:00. Line of customer's filling the lobby. Two employees at the desk. One man taking photo copies of credit cards to keep on 'file'. And the other holding up a fell phone. Hattie was on a video call somewhere off property wearing a tank top and loudly greeting each customer from the cell phone. She reated everyones first and last name, said the room number out loud. And discussed credit card details so all in the lobby could hear. When we stepped up, my partner asked why we needed to wait three hours in a very calm manner. She told him life happens. At that point I stepped into view and asked (calmly) in a non threatening manner why they were photocopying a credit card. Wothout answering she said to the woman holding up the phone. Cancel the reservation and help the next customer in line. We were in no way threatening or contradictory. She was rude, abrupt, unprofessional and caused us to purchase another hotel at full rate for a last minute booking. I stay in more than 50 hotels a year. Husband has been in management with Hilton, Marriott, Worldmark, etc. My daughter worked as a front desk agent for Hilton, my son in the restaurants. We are fully aware of how to conduct yourself at check-in. This is a low cost budget brand property. Even at that level customer service should have standards.
Angela
1 泊旅行