3/5 Luis S. 1 year ago on Google
This
hotel
was
beautiful
but
unfortunately
my
stay
had
areas
of
improvement.
I
came
on
a
business
trip
to
Santo
Domingo
and
decide
to
stay
on
this
property
since
I’m
a
Diamond
Elite
with
IHG
rewards.
The
check
in
process
was
quick
and
smooth.
The
room
was
also
very
clean
and
beautiful.
Upon
the
first
hour
of
my
stay
another
guest
opened
my
door
and
proceeded
to
come
into
my
room.
It
seemed
that
the
front
desk
assigned
my
room
to
another
person.
The
other
guest
apologized
as
we
both
looked
at
each
other
with
some
embarrassment.
I
quickly
phoned
the
front
desk
but
the
phone
rang
and
rang
until
I
had
to
leave
a
voicemail.
After
a
few
minutes
the
front
desk
called
and
apologized
stating
that
it
was
human
error.
I
asked
them
to
verify
that
I
am
the
only
guest
registered
to
my
room
and
they
assure
me
it
was
human
error.
Once
they
verified
they
said
“
thanks,
for
understanding
it
was
human
error
and
have
a
great
stay”.
They
never
asked
me
how
I
felt
or
if
there
was
anything
that
I
needed
for
the
inconvenience.
I
work
in
the
service
industry
and
was
actually
in
town
to
give
a
Customer
service
seminar
….
So
this
experience
Or
inability
to
properly
handle
this
really
bothered
me.
I
went
out
for
dinner
and
upon
return
when
I
arrived
to
my
room
my
key
did
not
work.
Since
they
made
a
mistake
and
re-keyed
the
room
they
never
bothered
to
give
me
the
new
key.
Instead
I
had
to
get
to
my
door
and
go
all
the
way
back
down
to
front
desk
to
get
my
key
remade.
Once
I
arrived
to
my
room
there
was
a
fruit
bowl
waiting
for
me
with
a
note
to
apologize.
While
this
is
a
great
gesture
…
I
don’t
like
fruits.
Unfortunately
their
attempt
to
resolve
only
made
me
feel
worse
because
if
they
had
simply
asked
then
it
could
have
been
handled
very
differently
or
easily.
My
major
call
to
attention
would
be
to
the
staff.
Whenever
situations
like
this
happen.
1.
Simply
apologize
to
the
customer
…
2.
Offer
a
reason/
explanation
3.
Ask
customer
how
they
feel
4.
Offer
solution
if
needed.
Do
not
assume
a
solution
for
a
customer/guest
because
at
the
end
of
they
day
you
are
not
solving
the
issue.
If
you
guys
would
have
simply
asked,
I
would
have
probably
just
accepted
your
apology
without
any
issues
as
I
also
work
in
service
industry
and
have
also
worked
in
a
hotel
in
the
past
and
know
that
I
won’t
be
the
last
guest
this
happens
to
since
we
are
human
and
mistakes
happen.
Most
importantly
you
guys
have
so
much
at
your
disposal
to
make
it
up
to
the
customer
and
suggest
next
time
offer
the
guest
some
options.
When
you
offer
a
guest
options
for
compensation……
you
are
empowering
the
guest
make
a
choice
that
benefits
them
and
ultimately
makes
them
feel
great
because
they
chose
a
solution
that
best
accommodates
to
them.
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