2/10 Terrible
Mary
May 13, 2024
Disliked: Cleanliness, staff & service
We may have stayed on a night that had a total anomaly, but we got to the hotel at 9:30pm, and our room was not ready despite check-in being at 3pm. There are many other guests in the lobby in the same situation. We were given the key to the room at 10:10, but when we got upstairs the cleaning team was still cleaning it (didn't get in our room until 10:35pm).
We were disappointed by how the manager handled the situation, which was to be defensive and tell us they're doing everything they can and to wait indefinitely. I get that things happen, but then you need to focus on service recovery - which in this case could be empathizing and offering a way to make it right for us in some way. It was late, and this was 1/3 of the room time we'd paid for, not a few minutes late...
The cleaning team was lovely - polite and apologetic and running around frantically trying to get the rooms cleaned. They told us they'd been sent home earlier but were called back to clean more rooms when the hotel unexpectedly filled up. It seems that a better plan would be cleaning all rooms or not saying they're available for guests to book if they're not clean...
The room itself was well-appointed - great space and set-up.
Mary
Stayed 1 night in May 2024