6/10 Normal
Carolina
19 de nov de 2023
Aspectos negativos: Personal y servicios
The hotel is well located and convenient. But the staff at the front desk has no idea of what customer service is. Specially Igor, he was absolutely rude and disrespectful. I had a room reserved and paid for 5 nights, but my flight was delayed 24 hours, so I sent an email to the front desk to tell them of my delay for them to keep my reservation, and not issue a penalty or no show. More than 18 hours later I hadn't heard from the hotel, so I called with the same request.
The guy that answered (Igor) was rude from the very beginning, interrupted me several times when I tried to explain my situation and kept asking for a room reference which I didn't had in my Expedia reservation. The raised his voiced and told me that due to data protection laws he couldn't do anything. I understand and respect the laws of foreign countries, but there are ways of explaining it to a customer, interrupting and being unfriendly to a guest calling for support is not one of them.
My reservation from Expedia didn't have the reference number he needed but it had an email with offers from the hotel that had it. So I called again same guy same situation, I told him he has being rude, so he said that it was just a job not his whole life, and it was a cultural difference. He assumed I was from the United States and said that US people are used to demand things and not having manners, he was hurtful and judged not only me but the entire US by saying that. Horrible experience.