1/5 Giannina C. 1 year ago on Google
Customer
service
leaves
a
lot
to
be
desired.
Hotel
chain
states
that
customer
service
is
the
most
important
thing—it
is
not.
This
lack
of
service
was
made
evident
at
the
start
with
Sergio
at
the
front
desk,
who
was
not
only
sassy,
but
absolutely
useless
from
a
customer
service
standpoint.
When
plans
changed
and
we
needed
to
check
out
earlier,
he
proceeded
to
be
unhelpful
and
tell
me
he
could
only
honor
the
reservation
for
its
entire
duration.
After
discussing
how
often
I
had
stayed
at
the
GHL
branded
hotels
and
how
modifying
the
reservation
had
never
been
an
issue
in
the
past,
he
went
behind
a
closed
door
and
came
back
offering
a
“great”
solution:
modifying
my
reservation
to
cut
it
from
9
days
to
3
days
for
a
higher
price
(and
had
modified
it
already
without
discussing
any
pricing
with
me.
I
kid
you
not
when
I
say
I
spent
1
hour
checking
in
trying
to
find
a
solution
for
both
parties.
Ultimately,
Sergio
told
me
the
price
wasn’t
going
to
change
and
I
would
have
to
take
it
or
leave
it.
The
bed
was
incredibly
springy
and
hard.
Not
comfortable.
Room
was
standard.
Not
luxurious
as
website
makes
it
out
to
be.
One
day
for
breakfast,
I
checked
on
their
app
which
stated
that
breakfast
ended
at
10:30
am,
and
confirmed
with
an
employee
in
the
hallway
at
10:05
am
that
breakfast
went
until
10:30
am,
and
then
the
lady
at
the
breakfast
location
gave
me
a
sassy
attitude
telling
me
that
breakfast
was
over
at
10
am
and
I
could
grab
from
what
was
left,
but
for
my
information
it
was
over
at
10
am.
I
tried
to
call
the
front
desk
using
the
phone
in
room
to
no
avail
over
5
times.
When
checking
out,
I
called
using
the
phone
to
have
a
bellboy
come
help
with
the
bags,
and
no
answer.
I
went
to
find
help
from
the
cleaning
staff,
who
stated
they
had
called
down
for
me.
No
one
came.
I
ended
up
going
downstairs
and
asking
Rafael
at
the
front
desk,
who
stated
he
would
send
someone
immediately,
but
did
not.
I
had
to
ask
again
five
minutes
after
talking
with
him
about
my
issues
and
he
finally
sent
someone.
During
check
out,
I
expressed
the
lack
of
service
and
the
horrible
experience
to
Rafael,
who
stated
he
recognized
me
from
previous
stays
at
the
other
hotel
around
the
corner,
GHL
Collection.
He
stated
he
would
try
to
help,
went
behind
closed
door
and
“spoke
to
someone”
who
told
him
that
since
Sergio
and
I
had
come
to
an
agreement,
there
was
nothing
that
could
be
done.
When
I
asked
to
speak
to
the
manager,
he
stated
he
would
call
him
over
and
I
waited
over
15-20
minutes
to
no
avail
(when
he
was
around
the
corner
at
the
other
hotel,
literally
across
the
street).
When
I
asked
for
the
general
manager’s
name,
Rafael
would
not
give
it
to
me,
stating
he
could
not
make
that
information
public.
As
if
it
wasn’t
the
general
manager’s
job
to
address
issues?
He
would
only
offer
me
the
reservations
manager’s
name.
I
cannot
express
enough
my
disgust
at
the
lack
of
service
and
care
from
these
team
members
and
their
inability
to
help
in
any
way.
Absolutely
ridiculous.
It
appears
they
may
be
faking
other
reviews
considering
the
comments
if
you
really
take
the
time
to
read
them.
Coming
from
customer
service
background
my
whole
life
and
being
a
manager
myself,
it
is
extremely
hard
to
write
negative
reviews.
However,
I
am
taking
the
time
to
do
so
because
I
cannot
at
all
recommend
staying
here.
In
fact,
you
should
stay
away
from
this
hotel
at
all
costs.
It
turns
out
the
hotel
manager
was
at
the
pool
the
one
day
I
was
up
there
and
I
didn’t
want
to
ruin
her
day
letting
her
know
the
experience
I
had
had,
hoping
someone
on
the
team
would
be
able
to
resolve.
I
should
have
just
approached
her
in
that
moment.
I’m
ashamed
to
say
this
kind
of
hosting
can
occur
in
the
city
in
which
I
was
born.
Do
not
stay
here.
P.S.
Room
also
smelled
heavily
of
mold
at
all
times.
They
don’t
let
you
leave
the
AC
on,
as
you
have
to
remove
the
card
to
the
room
which
turns
on
all
power.
They
only
give
you
one
key,
as
well.
If
you
look
at
the
“management
responses,”
you
will
see
it’s
a
joke.
They
will
talk
about
improving
for
years,
but
never
seem
to…
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