Upon receiving a gift certificate for a nights accommodation for my birthday, I decided to make a luxurious de-stress veg-out weekend of it and pay for a second. The intention was to order room service and watch movies with a do not disturb sign for two whole days! Josh in reservations amazingly helpful in making this happen.
Upon arrival, the valet was helpful. Check-in staff on the other hand were rude, uninviting, disengaging and yet they are the faces of an otherwise decent hotel where myself and other family members have stayed before for work purposes.
How hard is it to make eye contact and say "I won't be a moment" before finalising the previous transaction without leaving other guests in a line feeling unwelcome and uncomfortable?;
To say "hello, how are you?" with genuine interest rather than having yours guests stand in front of the desk like stunned mullets and having to initiate the conversation themselves?;
To accommodate guests rather than make them feel at fault and embarassed for banking with the wrong bank or not having enough credit cards when there is an issue with the banking systems and offer a room "but you won't be able to charge anything to it until we verify your details tomorrow' am I to starve on my seemingly not so luxurious de-stress veg-out weekend?
All of the above was experienced today which may have been avoided if your staff member had communicated that the hotel was experiencing difficulties with my preferred banking partner prior to me transferring all monies to the VISA which I did in front of her (I could have paid eftpos). There are certainly better methods in handling these situations and I was most unimpressed on how the check-in agent, the duty manager, and absolutely disgusted with the actions of the front office manager.
Not open to being treated as second-rate, I packed up and drove home with no real motivation to re-book.
Promenade, you're check-in staff are lacking the basic courtesies and interpersonal skills expected in a hotel of your calibre. I've stayed in better hotels worldwide and yet couldn't even get through the doors of yours and am hesitant to roll up again - I would much rather cross the road to towers where the service is faultless end-to-end. Perhaps it may be an idea to ship some of your check-in staff over also to re-cap on some basic training.
Would anyone like a gift certificate?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 11, 2013
Thanks for taking the time to review our hotel.
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I was concerned to learn of your experience which is certainly not characteristic of the service provided by our team. As we discussed with you unfortunately when you arrived at the hotel we required a bond for the room which I understand caused some discussion with our staff. I’m sorry if we didn't clearly explain the options available to you for payment of the bond, including withdrawing cash from the ATM which is located in the lobby.
I notice you have re-booked for March and we will ensure you have a more positive experience. Please do not hesitate to contact us on (03) 9292 8160 at your convenience so we can discuss this in more detail.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.