4/10, Deficient
Matthew, Staunton
Viatge en parella, Viatge en família
16 de nov. de 2025
Què li ha agradat: Neteja
Què no li ha agradat: Personal i servei, comoditats
The front desk staff in the lobby and the staff working the rooftop restaurant for dinner were extremely rude and require a class in Effective Customer Service 101. I have made a career in customer service for the past 20 years and I have never experienced such disrespect in a service oriented staff.
Our room’s a/c had a bad convector which sounded like a mini jackhammer and our bathroom toilet leaked sewage. When we ask for compensation, the front desk staff didn’t even apologize to us but said we would need to take it up with our travel agent (I.e., Expedia). Expedia rep was amazing but the hotel manager refused to provide us with any compensation.
Lastly, our experience at the rooftop restaurant for dinner was just as awful. For such a premium cost, we were hoping for decent service which it was not. Waited a full hour for both a refill on our waters and for our finished dinner plates to be removed to receive our bill. During this time, we tried looking ant the servers to motion them over to us, tried physically gesturing for service, and lastly vocalizing. Only after the bill came and we paid it, the manager stop by and asked how our dinner was. We explained the severe lack of service (almost as if we were invisible) along with my husband’s rack of lamb being completely overcooked and dry (after our food was served earlier, no one ever checked on us regarding our food).The manager was unapologetic and stated nothing can be done since bill was paid. Not even an apology.
Matthew
Estada de 3 nits (set. 2025)
