We’ve been coming to the Choctaw Casino Resort since they first opened the Tower. Lately, however, the Tower is overpriced for what you get. The Tower rooms and carpeting in the hallways are getting a bit worn, the room service menu has been whittled to a bare minimum of a couple of cold sandwiches and a burger, and the bellmen are totally overwhelmed by the volume of guests. So rather than pay full price for a ¾ service hotel we have instead chosen lately to stay at the Inn, which is the original hotel. We did not expect the same level of hospitality at the Inn, of course, but we did expect at least a polite desk clerk.
Big mistake. What used to be a good experience in the Tower with an enthusiastic and polite – if sometimes overwhelmed -- staff has deteriorated to an average Best Western-type experience (at best) at the Inn with a downright rude and indifferent experience at check-in on this visit. And I owe an apology to Best Western; they do a much better job.
To be fair the rooms have been updated nicely in the Inn, with new bedding and carpeting, and furniture that kinda/sorta resembles the Tower décor. It’s the parking lot situation that is flat out ridiculous. There is no mention on the website about construction. Construction barriers are everywhere, there are one way drives with no access to the Inn, construction dumpsters are blocking the drive, and then once you finally find your way to the lobby area for the Inn you get to experience the supremely snotty desk clerk named Whitney at the registration desk.
When my husband, who is a very nice guy, mentioned that some better signage in the parking lots would be helpful, the front desk clerk blew it off with a flippant comment about “It’ll be better” and “You can use valet parking if you want” – which is a specious suggestion since the Inn is an uphill walk around a construction zone to the Tower valet stand…in the cold, the rain, and the wind. My husband said actually no, it IS pretty bad since we just spent 15 minutes cruising the entire property and doubling back due to blocked off driveways. She shrugged and responded, “Well, everyone has an opinion.”
“Well, everyone has an opinion” is found in no Four Diamond AAA customer service training session that I have ever seen, and yes I’ve worked at a Four Diamond AAA resort.
“Well, everyone has an opinion” is not a Four Diamond AAA response to a legitimate – or even an illegitimate -- comment about ANYTHING. It is not an appropriate response to a comment about needing better signage in a torn-up and blocked off parking lot. Keep in mind I’m not talking about a Kroger-sized parking lot…rather it’s the ENTIRE PROPERTY, full of twists and turns and kluged-together parking areas that were strung together as the hotel has expanded.
“Well, everyone has an opinion” is found in no hospitality manual I’ve ever seen in two decades of working in or for hotel management companies, let alone a Four Diamond AAA property manual.
“Well, everyone has an opinion” is why I am posting this review. In my opinion that snippy front desk clerk ought to be looking for another job because she clearly doesn’t like the one she has. (“Do you wanna fill out a card?” was her follow-up comment.)
“Well, everyone has an opinion” is correct, and in my opinion you should look for another place to stay if you’re going to drop your money at the Choctaw Casino in Durant, Oklahoma. Give your money to a hotel that actually is aware that people have a choice in where to rent a room, and that has customer service standards which would not tolerate a petulant, indifferent, and flat out rude front desk clerk who thinks it is appropriate to roll her eyes at a guest.
“Do you wanna fill out a card?” Honey, I’ll do better than that. I’ll post this review on every freakin’ website I can find.
I must give credit where credit is due: the snot won that round. She gave my husband two door key cards to a room at the far end of the hallway, that . . . surprise! . . . did not work.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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