I was a guest at this facility for an extended period of time - an 11 night stay to be specific. I'm surprised to read all the comments about how wonderful and friendly the staff were. While there were some members of the staff that were pleasant and helpful (namely houskeeping) the front desk staff was less than personable....at least to me. I then had an opportunity to witness the night clerk and a couple engage in a discussion regarding a room reservation and room availability. Long story short - the couple requested she contact the manager and the young lady advised she already had but she could not guarantee she would get a callback. I'm sorry....Did I hear that correctly- you have a potential guest with a problem that you are unable to resolve and you are refusing to recontact someone who could potentially resolve the matter because its 10pm? Let me also add that, from what I heard, part of the issue, by the clerk's own admission, was that she misunderstood the question being asked about the room. Long story short the couple asked what type of room their reservation guaranteed them and the clerk responded in hotel speak, "A Standard Room". Rightfully so, the female said, "What the hell is a standard room, that's part of the problem is clearly we don't know what you mean by standard room". She didn't yell it, but the clerk advised they needed to leave because they were making her feel uncomfortable. I'm sorry but as a business traveler there is nothing more frustrating than having an issue with your room reservation and the hotel staff seeming less than willing to make every effort possible to resolve the issue. If the hotel staff reads this, please don't insult my intelligence by saying I don't know the whole story. I was present for the majority of the conversation and could have easily put verbatim what was said. It wasn't handled properly. Plan and simple. Sad to say but this area does not have a very wide selection of hotels. Oh did I mention that on the weekends they rent out the pool facility to the general public who wants to have a pool party for little Johnny's 3rd birthday? Yes my review was prompted by observing this couples interaction. Want my own issue, other than the lack of friendliness? In town on business, I was awakened early on Saturday morning by children running up and down the hallway. When I called the front desk and provided them with a description of one of the children, and asked if they could contact the parents and let them know the issue, I was told, "I'll try but we're very busy". So basically my concern was not important enough....The pool party apparently takes precedence over the concerns of registered guests. It is my sincere hope that I will not have a reason to stay at this facility ever again. I can only imagine how I would have been treated had I been the one with an reservation issue.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I'm very sorry to hear that you did not have a pleasant stay with us. I would be more than happy to discuss these issues with you either by phone or e-mail. Please feel free to contact me at 906-774-1900 or by email at firstname.lastname@example.org. Please ask for Zana. Thank you and I look forward to speaking with you soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.