From Day 1 I was unfortunately disappointed with this hotel. I am in the hotel business so I can be picky at times, but only because I expect the service that we give out. My boyfriend and I checked in late (around 11:30 p.m.) and we called the hotel on our way from the airport to tell them we were on our way. It took 10 minutes to get through to someone, then when we arrived, the night auditor could not be found and we had to call to be let in. He told us, "I'll be there in 2 minutes." He was on a smoke break. The reception from the beginning put me on edge.
When we got to our room, it seemed very nice. However, when I went to the bathroom there were stains in the toilet, dirty footprints in the shower, and one of the pillowcases had black on it.We ended up sleeping on top of the covers the first night. We tried calling the front desk again to let them know we wouldn't need service the next day since we arrived so late, and we could not get through to anyone nervous times. The housekeeper showed up at 8 a.m. on the dot waking us up. She also took almost 2 hours cleaning the room next to us and we ended up not wanting service, because it seemed a bit odd it would take so long.
We had forgotten toothpaste and when we called to the front desk the next morning, the agent rudely replied that they don't have anything like that for guests. Not their fault, but change your tone.
Overall, we had a good time exploring Naples and the proximity to everything was great. However, the customer service needs some serious evaluating as well as a look at the staffing numbers.
If you are traveling with a family, the 2 bedroom suites are great with a lot of room. Kitchens are...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking time to comment on your recent stay at our Park Shore Resort property in Naples, Florida. We regret the situation and the cleanliness of the unit not being up to our usual standards and apologize for any inconvenience this may have caused. Our cleaning and maintenance staff are currently going through some review and re-training to remedy these specific issues.
Our front desk closes at 10:00 pm, there is a night attendant after that time whose duties also include providing security and walking around the property. Therefore, when a guest calls after 10:00 pm, the call is switched to our night attendant's cell phone. We do apologize for the time delay you experienced and will be discussing this with our evening staff members in review for the future. To address your concern about the length of time required for cleaning, most of our units are two-bedroom with a full kitchen, they can take up to two hours due to their larger size.
We greatly appreciate all our guests feedback and comments and will be taking your issues back to our management and staff for review. We hope to have another opportunity to serve you in the future.
Steve McIntire, General Manager
Park Shore Resort
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.