Good location, decent rooms, but I would never stay at a Leonardi (the owners of the Genio) property again. Here is an email we sent to the management. We went through a scary experience that disrupted our stay, and upset many hotel guests. They never apologized. They never had the decency to respond after numerous attempts to contact them. (I know they received our emails. When I sent another email with a different return address asking about a future reservation, they quickly responded). This is no way to treat a customer.
Here is our story - as told to Leonardi in our complaint:
Dear Sir:
We have been staying at your Hotel Genio property since Sunday, July 15 in two rooms. Last night, as you may already know, the fire alarm sounded at approximately 12:45 AM (00:45). While this can happen anywhere, the response of the hotel staff was completely inadequate, creating confusion and distress among the hotel’s guests. The night manager on duty, having no idea what to do when the alarm went off, simply stood behind the desk and did nothing. He did not even know whether it was a real or a false alarm. Later we were told that he had checked the building, but I was one of the first people in the lobby immediately after the alarm sounded and I can tell you he did nothing. In fact, he refused to call either the police or the fire department.
In the absence of assistance from the hotel, a few guests took it upon themselves to first alert all guests and get them out of the building. Then we began demanding that the manager call the police, and absent any action on his part, attempted to use cell phones and pay phones to reach the police, even going so far as to walk around the neighborhood in search of help.
In the end, we, your guests, stood outside the hotel for over an hour before any additional hotel management arrived, and it was another 20 minutes before the police finally arrived. No explanations
were offered; no attempt to make us comfortable was made. Eventually we were told that it was safe to return to the hotel, but since nobody had yet checked the building for any possible smoke or fire conditions, most of us were unwilling to take the manager’s word. It was 2:30 AM by the time the police and firefighters added their assurances and we went back to our rooms.
I have characterized the hotel’s response as inadequate. Your manager
on duty was clearly not prepared for an emergency. His refusal to contact any emergency personnel is beyond comprehension. Another hotel guest repeatedly asked to see a written copy of the emergency response procedure, but it could not be located. We were even more concerned for our safety because earlier in the evening we were told that the hotel’s outside phone lines were not working.
We were fortunate that this was a false alarm. Had it been an actual fire, there is no doubt that the hotel’s response would have resulted
in injuries and loss of life.
We expect much better of a hotel in the Leonardi group. We considered
checking out this morning, but decided to complete the 3-night stay we originally booked through venere.com. We will be checking out as planned tomorrow morning. I expect to see a full credit for last night (both rooms) on our bill at checkout.
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