Rated 1.5 out of 5 by 2
Rated 1 out of 5 by JudyShanghaiDenver Worst choice ever
I am very disappointed by this hotel’s customer service. I got a call from hotel two days before I arrived; I was told I will be upgrade to a superior room. However, when I checked in, I was told there are only comfort rooms available. Moreover, as a premium member, I was treated in a very bad manner with the reception desk. The comfort room I had is very hot! The bath room is dirty and sink is broken. It is a totally nightmare in such a beautiful place. Worst choice ever!
September 10, 2013
Rated 2 out of 5 by August2013 I was told that no one can represents the hotel while their manager is on vacation from the hotel reception
When I checked in at the hotel today, I asked that I would buy the SPG Kid pass which is a meal pass for kids (it was listed this hotel's front page, I read it before I came to the hotel). the reception person told me that he never heard of this service. When I asked him to learn about the services, he told me that he would not learn that.
Later today, I came back to the reception, showed the person the web page of their hotel listing the Kid pass on the front page, he agreed to contact his manager for this. He went to the office behind the reception, a few minutes later, he came back, told me that they do not offer the kid pass, and they do not know what is the kid pass, and he does not care what the website says.
I asked him to write his answers down, therefore, I can file a complaint the SPG services center that the hotel does not provide the services they listed on their website.
The answer from the the reception person was "No, I will not do this", I asked him "why", he told me that he only can verbally advising that they do not offer the SPG kid pass, cannot write it down as he does not represent the hotel. I asked "who can represents this hotel?", he said "my manager", I asked to talk with the manager, he told me "my manager is on vacation". therefore, I asked "who represents the hotel now?", " No one", the reception guy answered, "while my manager is on vacation, no one can represents the hotel, I cannot provide anything to you."
It was 4:30pm today-a Sunday.
My personal view is that the hotel staff members were not properly trained, does not understand the SPG's SOPs, also, the reception guy has no manners. I felt that this hotel only would deal with group tourists referred by travel agents who only stay the hotel over night.
August 11, 2013