Old, outdated - be prepared for malfunctions; just hope nothing goes wrong because management is more infuriating than anything & need customer service training.
First impression. Check in staff was kind, friendly & informative. Unloading area isn't covered, a little inconvenient in the rain. Older hotel, nothing fancy but gets the job done. 3rd floor and room had a musty smell; but on the 2nd day I overheard the cleaning staff reporting it to someone and when we returned later in the day it smelled more like Febreeze. Cleaning staff was friendly. Breakfast was mediocre and bland.
On the last morning of our stay, the fire alarm goes off around 6 am (or so). (Lovely way to be woken up, way earlier that needed.) After standing outside for a bit, hotel gets cleared by the fire department to go back in. After laying back down, about a half hour (or so) later it happened AGAIN.
(Note: I was told the alarm went off a third time - after we left. They silenced the alarms (hello safety hazard) to prevent them from continuing to sound because they were unsure what was causing the issue. )
After being cleared a second time, I opt to check out. I asked the girl checking me out what they are doing to recifty the situation. She said she didn't know -"she will check me out but she can't do anything, that I will need to speak with her manager" (reasonable), who happens to walk around the corner.
What was worse than the hotel experience that day, was the daytime manager, Mary. I asked what they were doing to compensate for the situation; that evacuating once was inconvenient but twice was unreasonable. Her body language and demeanor from the moment she walked up was smug and condescending. She said she didn't know and are trying to figure out what is going on. I said "can you call me when you do know, before I leave a bad review" (as in, let's try to resolve this). Which she responds, go ahead and leave a review and starts to walk away. In which I said, you're rudely going to walk away? (Again trying to resolve this while on site.) She said "yes, because I threatened her with a bad review". And proceeds to tell me they didn't know what was going on yet. To which I said, I wasn't asking what the cause was, I cared how she, the manager, was handling the guests. She told me it wasn't her fault. Obviously, it wasn't her fault, nor did I imply it was. However, when you stay at a hotel, you are paying for and expecting a good night sleep, which barring hotel guest issues, should be uninterrupted. While it is not her fault personally, the hotel which she is managing is responsible for some sort of malfunction. I wasn't expecting much, for starters, a sympathetic and sincere apology (not a smug 'manager' who seemed anything but sincere). Perhaps a discount for the trouble their outdated hotel caused; or even offering to extend checkout time if I was willing to stay. Granted I was tired, had a headache and was IMO, appropriatly grumpy; but a kind manager with good customer service could have easily addressed the issue.
Note: Heard from other teammates, their experience with the same manager BEFORE the alarm incident happened, was also unsatisfactory.
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