I called the hotel to see if they had availability. The gentleman answered the phone was below average for customer service. Stated the rate for the park and fly package and never really asked me if I wanted a room or not. However, I thought I would book my stay for the park and fly package. When I went in to check in the gentleman was not at the desk so clicked on the button to get his attention at the front desk. During the check in process, since he did not offer anything about the property, or inform us of what the hotel offered I asked about breakfast. He stated they had a hot breakfast, however, if I am leaving early there would be cereal available for us. Wow for the price you pay, you only get cereal in the morning when in fact they could have put the waffle batter in the machine and heated up the waffle griddle in no time???? I understand about the other hot items, however, the waffle machine does not take much to start up. That morning when we went to the breakfast and we had to ask for milk for our cereal. The girl at the desk was like rolling her eyes as if we were bothering her. She did not smile or greet us. I asked about the hard boiled eggs and she said I guess I can unlock the refrigerator. Once she unlocked for us to get the eggs, she went back and locked it up again. Really, how crazy is that. There definitely needs to be improvement in customer service at this hotel. I have stayed here a few years ago and the service has gone down tremendously. The rooms are somewhat outdated as well. They need to be refreshed with paint touch up and new linens. The beds are terrible and need to be upgraded. I would think twice before staying here again. The price is high if you are not getting the opportunity to have a decent breakfast along with the poor customer service being offered at the hotel.
They do have an elevator
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First I want to start with an apologize. I do not train my staff to treat guests in that manner. The gentleman that you spoke to should have asked you if you wished to set up a reservation. Also during the check in process the clerks are to be telling you about the property. The hours the pool is available, breakfast hours, that we have wi-fi available, where the elevator is, ice machine etc. Also there is not a problem at all with having some of the breakfast available before 6am as we understand some guests will leave prior to that time. We can have most of it available with the execepttion of the waffles, eggs, bacon and sausage. Normally we can have it out about 5am when a guests asks. Without those items this still leaves many options. The clerk working when you came down should have been friendly and had a can-attitude to assist you. I am truly unhappy that you did not have a great experience here and I can assure you that I will be speaking to my entire front desk staff in regards to this. Customer service is the most important thing you can offer a guest. I hope that you will return to us in the future to provide you another chance to show you are great customer service. Amanda Minnaert General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.