We were in Morgantown, WV so that my husband could take a few of his clients to the West Virginia University football game. I dropped my husband at the stadium, toured Morgantown for a bit, and then went on to the hotel.
The check-in experience was awful. I accidently found the hotel parking lot while trying to find the hotel. The lot is off-site and about a block away from the hotel. I carried half our luggage to the hotel to check in. I had to make a second trip to carry in the rest of our luggage.
I walked into the hotel and the two young women working the front desk never looked up until I smiled and said "Wow, it's dark in here after the bright sunlight." The lobby is very dark. Miranda finally looked up and said yes it is dark in here. I said I would like to check in, it was about 3 p.m., and the fun began. I had to repeat and spell my name three times. Then Miranda said she could not find our confirmation, but there could be a mix-up as the person taking reservations had screwed up three previous guest reservations.
Meanwhile, Sabrina is hovering around the front desk while eating. Sabrina kept interrupting, talking with her mouth full, while Miranda tried to help me. I found the confirmation number on my smart phone, with Sabrina telling how to do that while I was doing it, mouth still full of candy. She was irritating me with her know-it-all approach and her constant interruptions. I finally told Sabrina that I used to work for the hotel association and eating at the front desk was a no-no. This made her mad and she flounced away. I got my room key, put my stuff in the 6th floor room, and went back to the parking lot to get the rest of our luggage.
We were charged $235 for the room because West Virginia University had a home game and hotels always charge a higher rate when they think they can get away with price hikes, but $235 for this place? It was not worth the money. The toilet is the type you see in gas station rest rooms; open plumbing, foot flush-handle. The furniture was beat-up pressboard. The windows were dirty, even on the inside which would not be hard to clean. I discovered other peoples trash in the drawers. Personal items that should have been disposed of when the room was cleaned. The air conditioning unit was full of dirt or mold or something black. Yuck.
I left my room to find ice. The couple down the hall couldn't get into their room because the key didn't work. I went up to the 7th floor, where the nearest ice machine was located, and found another guest who couldn't get into his room because the key didn't work. (When my husband got to the room after attending the football game with clients and taking them to dinner, he couldn't get into the room because his key didn't work.)
I left the hotel to get something to eat, and got back to the hotel about 4 p.m. There was Sabrina, slumped over the guest side of the front desk, arms and head resting on the front desk, playing with her cell phone, looking bored.
At 6:30 p.m., I discovered the light in the bathroom didn't work. Nor did the phone when I tried to call the front desk. I called the hotel on my cell phone and talked to Patrick. I told him the phone didn't work and the only light working in the bathroom was the heat lamp. He said he would send up someone right away. Nobody came to fix the light. We spent the night with only the heat lamp to light the bathroom.
At 8:30 p.m., I checked the hotel website to see if poor service was common with this property, and discovered the answer to that question is yes. I also discovered the hotel is supposed to offer free valet parking but the two women at the front desk never offered it to me. The only advice I got from them regarding parking was that parking spaces were limited, and I better be parked for the night before the game was over to ensure getting a place to park.
In the morning, I discovered the coffee service in the room consisted of one packet of decaf coffee. No regular coffee, no cream and sugar. Oh well. If the coffee maker was as clean as the room, I didn't want to use it anyway.
Check-out was the same as check-in. Miranda asked for the room number three times. Sabrina interrupted Miranda with questions regarding paperwork for something else that could have waited. So Miranda and Sabrina are discussing general paperwork, making us wait to finish checking out.
While I was telling Miranda about the non-working bathroom light, no coffee, keys that didn't work, Sabrina constantly interrupted and let me know these issues were my fault; I should have called the front desk, I should have left the room and come down to the front desk, etc. I handed a maintenance request for bathroom light and phone repair to Miranda that I had completed. I told Sabrina that I did call the front desk and talked to Patrick. Didn't matter, Sabrina kept telling me I should have come down to the front desk. In Sabrina's eyes, my problems with the hotel maintenance/housekeeping were my fault. Miranda said I could complete the guest comment card and she would give it to the manager. (If the manager cared about guest services, the staff would be better trained in the first place.)
We did not visit the restaurants in the hotel, not even for the free breakfast. The front desk staff set the pace for hotel service, and that wasn't favorable.
The front desk staff needs training in guest services and basic social skills. Greet the guests when they come into the hotel. Say hello, may I help you. Walmart does a better job of greeting customers than the Hotel Morgan. Offer valet parking. Apologize for dirty rooms, lack of coffee service, keys that don't work. Don't blame the guest for hotel problems. And make notes when the guest is talking to you so don't have to ask the same questions over and over. If your co-worker is busy with a guest, don't interrupt. Don't eat at the front desk and talk with your mouth full. If you aren't helping the guest, be quite and don't interrupt. If you say you'll send up maintenance to change a light bulb, do it. And if you're bored, don't hang around the front of the guest desk. Go in back and be bored.
We usually stay at the Waterfront Hotel, but is was full because of the football game. Next time this happens, we will drive to the next freeway exit for a hotel. We will never inconvenience the staff at Hotel Morgan by staying there, again.
- Also Known As:
- Clarion Hotel Morgantown
- Clarion Morgantown
- Morgantown Clarion
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