“Groupon Deal - Room and location were great - Need some work on Customer Service.”
I have a mixed review. I am another groupon purchaser. I had called earlier in the day to confirm my reservation as I had moved it from another day to Sunday Feb 5th weeks ago and evidentally they had forgotten that we needed a dog room. It was no bid deal and they confirmed on the phone that they would switch it and everything was good to go. Up until this point they were fantastic with customer service and I was really looking forward to the trip. When we arrived the police were there taking a report and the person who was normally working the front desk was making a theft report - I understand that may put you in a bad mood. Someone else (who was a super nice lady) checked us in..and said the groupon and dog baskets would be waiting for us in the room. We went up to the room and the items were not there. I went back down to the desk and the regular lady was there. I explained that the items were not there and perhaps they were in the other room that had orignally been booked for us... and she said in a somewhat accusatory tone "We get the rooms ready in advance so when people change their plans last minute and decide to bring their pets it can happen." I explained that it was an oversite - I thought on their end, and she gave me the items and I took them up to the room, everything seemed good. When I got into the room I noticed that the bag of truffels was open - and I was thinking 'oh great, I don't even want to say anything after that last exchange.' Then a couple of minutes later my companion saw the employee outside our room and she had another basket with chocolates. She explained to her that the chocolates were open and the employee gave her the bag of truffels. My friend asked if the employee wanted our chocolates and she was abrubt and made a comment about having "more important things to do and to bring them down later." So a few minutes later we took the chocolates down to the front desk where the employee was talking on the phone ABOUT US to someone else in a very unprofessional tone because we had asked to have the chocolate replaced. I really think the employee was just having a bad day and under a lot of stress with the previous events - but really she needed to put her attitude in check - we were the nice customers, not the enemy.
On the up side - the room was very nice, the location was fantastic, the breakfast was good and all of the other employees were really great. If I would not have had that experience with the desk clerk, my rating would be a 5.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
14 February 2012
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The guest relations department has brought this issue to my attention; we...
This response is the subjective opinion of the management representative and not of TripAdvisor LLC