The accommodations were roomy, updated, and very clear. The check-in process was efficient and the receptionist made us feel welcome. However, I had two problems with other staff.
When I tried to get water at breakfast none came out of the dispenser and a red light said something to the effect of "Refill Needed." No attendant was available so I went to the front desk and explained the situation. The woman at the desk said: "You need to speak to the attendant about that." When I told her no one was available she heaved a giant sigh and followed me into the dining room. She looked at the dispenser and said: "This doesn't run out of water" accompanied by a look similar to the one parents reserve for their teenager when they pull some brain dead stunt. Obviously, the statement was true because when she pushed the button water came out. OK. So I have no mechanical aptitude, but just because I'm an idiot she didn't have to make me feel like one - right? I'd say this facility needs a bit more training on how to treat their guests.
So just to prove what a ditz I was that morning, I took off and left my prescription medicines in the room. We were 4 hours away when we got the call telling us they were found. This I REALLY appreciated! They gave us the option of coming back or they would overnight them the next business day charging our credit card.
We said: If you can guarantee that they will go out tomorrow (a Monday) we would rather not drive back since we are so far away. We stressed how important it was for me to take these medications. The assured us they would get them out first thing on Monday.
By Tuesday, we hadn't received our medicines so we called the hotel back. At first they weren't sure if the prescriptions had been shipped. Then they told us they had been. Wednesday came. Still no prescriptions. We called back. Ooops. They were still there. We reiterated what a problem this was causing and begged them to send them immediately. The begging must have worked (or maybe it was the person we were talking to) because they finally arrived Thursday at 6:30 pm.
While I really appreciated them calling us, if I knew how unconcerned they would be about getting the medications shipped out as promised, I would have gone back even though it would have made for a long day.
This is a training issue again. The hotel really needs to teach their staff about commitment and how vitally important prescriptions can be.
Part of the problem may have been that we were dealing with different people. The person who called us on Sunday was not on duty on Monday so there was no follow-through on the promise.
Some of the staff were wonderful. Some were the worst we have encountered - and we travel a lot.
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