My experience in this hotel was awful. When I arrived at 7:35 pm, nobody was available, doors were close and only some dogs were barking inside. I dial digit code that had been sent to me by email and it didn´t work. After waiting for half an hour some guest came out and they were helping me out dial the telephone that was on the notice on front door, but finally a man came out and told me that the code was not correct. He gave me the correct code and told him I was going out to put some gas to the car. When I came back a few minutes later, my room was opened, a bill was on my bed.
There was no way to put the heater on (I could not find a button and looked all around), and it was really cold (February 19 2012). I try to find the same man to help me but there was none to help, or answering the phone.
I slept cold and at 4 am decided to move out as it was impossible to sleep under such cold. I did complain to hotel by email a few days ago but was of no use as they say "we really do not understand the reaction of Mrs..." they were sorry I did not succeed to turn the button on and said the manager had shown me an emergency number near the elevator to phone him.
It´s amazing how a service provider cannot understand a complain and try to change whatever is wrong or did not go right; or, at least apologize for inconvenience.
Maybe experience could be changed providing information and with good communication and service:
*Accurate Concierge hours
*Advise on what to do in case you arrive late
*Correct PINCODE to access
*Information on what to do in case you do enter (where to find your keys, room, etc)
*Information in the room regarding how to get help from concierge when no one is available, etc.
Hope this help
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