I have stayed in many hotels over the years and have never experienced as poor customer service as this, from the top down. There were 4 of us and we were told that the room we reserved had a couch that pulled out into a bed. Well, when we got into the room, that was not the case so we had to call for 2 air mattresses. The next morning, my son's mattress didn't hold air and he basically slept on the floor all night. We ate breakfast, were served drinks but no one ever came back to see if we needed any coffee refills and ended up paying over $7.00 for 4 small orange juices and 2 coffees. Then we tried to get our breakfast coupons back and the lady working the register informed us that we couldn't have them that they were expired. Turns out that when they checked us in they didn't circle the right days of our stay on the coupons. We then had to go to the front desk to get replacements, where we received attitude from one of the daytime front desk workers and ended up walking off with still no coupons for the next day's breakfast. Needless to say it just went down hill from there until finally the owner ended up in our room the 2nd night at 10:30 pm with the manager and girl who checked us in the night before. My son was asleep on the couch as the 2nd air mattress they brought didn't hold air either. The manager didn't have much to say and the owner didn't had a very good attitude. I will not go into detail about what transpired at that point. Instead of being apologetic and accomodating he was antagonistic and kept making statements like, that there were new employees, and stressed out, busy employees, etc. Maybe if these people are affected so negatively by their jobs they should look into another career. At that point we didn't want to hear excuses. It was very pathetic that these issues couldn't have been resolved earlier in the day by employees instead of pushing them off onto the manager who in turn involved the owner. But then after trying to talk to the owner, in an effort to bring his attention to these things, we determined that his customer service was lacking, as well as his employees. We thought later that maybe our expectations were too high, but then determined if you are going to pay good money for a room you should be treated with dignity and respect. It is evident that from the top down there are organizational issues ,as well as customer service issues and needless to say we won't be staying there again.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
These people came in haggling for a cheap room on a very busy weekend. After giving them a discount they still wanted more. The disgruntled guests did not complain until day two of their stay. They still wanted more of a discount and wanted to talk to the owner. The owner and General Manager talked to them and they still wanted a bigger discount. They were not going to be satisfied with anything unless they got a $120 room for $50. We offered to pay for their room at another hotel if they wanted to leave. They liked the hotel and didn't want to leave, they just wanted a bigger discount. They didn't get want they wanted so they made up a story for spite.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.