I just returned from a conference. We had great weather and a wonderful time. The location was great. The room was fine. The customer service, however, was a perfect example of what not to do. The clerks at the desk were almost consistent in not greeting people as they came in. They were very slow in their service, and since they didn't speak, we were not really sure they were still helping us. Later, a nun with a walker was trying to get through some very awkward entrance doors. As she was struggling within sight of the registration desk, no one came to her assistance. Outside and from a distance my companions and I could see her difficulty, and someone with me ran quickly across the parking lot and up the stairs to assist her. The clerks never acknowledged her struggle.
Lines formed at checkout most of the time. It took 3 of us 45 minutes to get through the process. That time included a 10 minute wait for the manager, Tim, to come and discuss our bill. The problem? We booked with a group and all had the exact same situation, but our bills differed greatly. The clerks figured and refigured. Since we needed a statement for reimbursement, we insisted on an accurate statement and one that was the same as everyone else's statement. We were unsuccessful in our efforts. Tim suggested that he could add more to the bills of two people who had already checked out! He said that one in fifty-one customes get lower bills. I never did get an accurate printed bill; my bill had an amount in ink written on it. The clerk insisted it was not possible to get a printed copy of the amount which was written in ink. The clerk emitted an audible sigh when I asked her for an accurate bill -- as if that was an unreasonable request. The quick check-out bill was $100 more than the bill should have been.
There was no one on the premises to help with luggage. The desk clerk pointed to a cart when asked about help. Two of us struggled with the cart to take our things to the 4th floor. The cart remained outside our room for two days.
The whole thing was very odd. We were there for a Cooperative Education Conference. If any of our students performed in their work study jobs as the employees at the front desk of the Atlantic Sands did, we would give our students a failing grade. Basic customer service, basic courtesy should not be unreasonable to expect. After we met Tim, we decided that he provided no role model for the people he supervised.
The weather was great and we had a wonderful time in spite of the bizarre behavior of the employees at the front desk.
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- Also Known As:
- Atlantic Sands Hotel And Conference Center
- Atlantic Sands Rehoboth Beach