So my Girlfriend which is a Dentist and I, stayed at this hotel with several other Dentist colleagues July 8th to the 12th because of a new employee training. She was checked-in on the 8th and given a room with 2 beds even though her company prepaid for a King. Given my g/f had a headache and was tired we didn't care to argue. After getting to our room the room key didn't work. The front desk staff said that they would send security around with a working key. Twenty-five minutes went by and we were is still sitting outside her door with a headache, finally we got into the room. The front desk said that they couldn't find our room (example of poor training.) On night 2 of her stay at 1 a.m. the fire alarm went off we waited in the room for 20 minutes and it still was going off so she grabbed her key card sleeve and went outside once outside with 5 "shady looking guys" we realized while wearing pjs that the key was not in the key card sleeve. We went to the front desk to get a key and they told us no, to wait by our door and security would come by. (Poor training always give a new key or escort the guest personally). Twenty minutes went by of her sitting outside her door with the "shady looking guys" and security arrived to let her in her room. The next night the same thing occurred except this time we brought our key with us. As we get back into our room and start to fall asleep at 2 a.m. the alarm goes off again. (Poor training teach night auditor how to work the alarm) The next night we went to Shula's steak house and spent $200 dollars and brought leftovers for me and her mother and sister visiting, back to the room and called the front desk about a fridge delivered. The gentleman said that there would be a cost for the fridge. I then said "let's just make it complementary because of all the mishaps during my stay" the gentlemen rejected that and said he was check to see if any was available. (Poor training, always upgrade the guest or comp. ammenities to the property because it is a little cost to you and 80% of business is return business) Thirty minutes went by and still so call so she called and he said he still hasn't checked, another 30 minutes went by and we called back and he said they were all out. (Poor training, In hospitality you allways follow-up). I bet he didn't even check. Later that night we got a phone call at 10:40 pm (while asleep) from the same snotty front desk guy saying that we owed $5 dollars for the Valet because the company doesn't cover that. "Really $5 dollars "you are going call and wake guests up over a valet charge." (Poor training, never call a room past 9pm) Needless to say having worked in hospitality a Mr. GM you should be embarrassed. Mistakes happen, but these were not mistakes this was a "guest is wrong attitute" not once did we get a sincere appology other than a letter under our door. Not once did the hotel accomodate for our needs and not once did they try to right their wrong.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cale R - Thank you for sharing your recent experience at Shula's and we are sorry to hear about some of the service issues you both encountered during your stay. We appreciate you giving us an opportunity to review your experience with our team and utilize this information as a service training tool. The fire alarm was an issue beyond our control but we were glad it was false in nature. I did try to reach out to all our guests to personally apologize for the alarm issue and I am sorry we did not connect. I did send an apology letter as I knew I would not be able to talk to everyone. Thank you again for providing us this insight. I know our team will be disappointed that we did not meet or exceed your expectation but will appreciate the feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.