This is my second time staying as a guest at this hotel. My first stay here was a couple of years back, as multiple family members was attending a family gathering in Stockholm. The experience was so ridiculous that all of us immediately tried to come up with extenuated circumstances explaining non functioning key cards, leaky faucets, lack of towels, and the fact that a foot and a half of snow had not been cleared from the parking lot. To their defense, they did offer shovels for us to clear the parking lot ourselves.
Fast forward to New Years Eve 2013, we arrived at the hotel around 17ish. The room was booked in advance and prepaid for 3 nights. Luckily for us, there was no snow in Stockholm this December, so the parking lot was cleared and we were greeted by a woman who appeared to find dealing with guests a real bother. We got our key and found our room, a small, fairly clean room with two separate beds put together and a small but functional bathroom. As we were attending a New Years party, we had time to unpack and leave and not much more.
On return after the ended party, a new receptionist, equally bothered by guests approaching her at work, did not greet us when we returned, after an awkward minute or two standing in front of the reception; she finally gave up hiding behind the computer and reluctantly answered my question on the availability of a late night snack. After paying for drinks and sandwiches, she could not produce a receipt, as their system was stuck, she promised to fix this and leave it in the reception.
Breakfast the next morning was another fun experience. Coming down by myself, as my wife does enjoy her beauty sleep, 30 minutes before breakfast closing time I did not get a single hi, hello, good morning or even a slight how are you from the staff. All juices from the juice dispenser were empty, but cold water was available as well as coffee and tea. When I got down, there were a few slices of ham, and a few slices of cheese available so I grabbed them and found a table. In the 30 minutes I sat there, not a single staff member checked on the breakfast buffet, and I do mean buffet in the most humble sense of the word buffet. It would have taken about 30 seconds to check it and probably less than 2 minutes to restock it.
Returning to our room after some stale bread with ham and cheese and coffee with a slight taste “too long on a heater plate” I found a wonderful pamphlet containing information on the hotel. Waiting for my wife to get done with her beautification ritual (God knows she doesn't need it, she is a natural beauty) I read the pamphlet. It reads “Warmly welcome to Connect Hotels! We are glad you chose to stay with Connect hotels. We will do our outermost to surpass your expectations”
Paying for internet doesn't make me feel all that welcome, I can live with it but I don’t like it.
A lousy breakfast buffet that the staff doesn't even bother to restock doesn't make me feel welcome
Not cleaning our room, making the beds, restocking towels and so on doesn't make me feel welcome (between day 2 and 3)
Not getting my receipts for items I have paid for doesn't make me feel welcome
Not being greeted by staff in any way known to man doesn't make me feel welcome.
On the last page of the pamphlet it reads, and I quote “Help us improve Your feed back is very important to us! Pleas fill out our guest survey or go to tripadvisor.com and share your opinion”.
Well guys I did, feedback is given. The entire stay felt like an episode of “Tabatha Takes Over”, except that there was no Tabatha who took over. Since I like to be fair, I think guests who don’t mind being ignored, who doesn't believe in the use of the internet, who thinks food is overrated and who doesn't mind living in non cleaned spaces probably could find this charming. My advice is “Please connect with your guests or just disconnect your hotels”.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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It makes me sad and upset to read your feedback from your recent stay with us. The most painful is of course when you describe your bad experience in contact with my staff.
The staff is trained to be commited, work with joy and pride and I am really sorry that you did not experience that.
I have read your comments carefully and I am sharing this with my team. Thank you for taking the time to write this. It gives us a chance to improve.
I am new on my position and started to work at Connect hotels in August 2013. A lot of new routines and improvements have been made during my short time here, and more improvements are to come, that I can assure you.
I know it is probably much to ask, but if you can consider to give Connect hotel a third chance, I promise you to show ourselves from a brighter side.
With kind regards
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.