I have never been a guest who complains about hotels. I travel extensively, and always find being pleasant is a better way to move forward with concerns. HOWEVER...this time was the exception. After a very long day on crutches, I arrived at the front desk and had to wait while the two guest agents continued to discuss some discrepancies the one had found in paperwork. It seemed they were trying to figure out where some money didn't add up. When they finally addressed me, as I stood on my crutches (broken leg in its 7th week of recovery), they were only barely friendly. We went through the usual reservation details, and by then I was visibly wilting and in pain from standing so long. When I was handed my room keys, I was directed that our room was upstairs and the stairs were pointed at. I asked if there was an elevator, and was told there wasn't. Fair enough...I could have researched that but didn't think of it. I asked if I could please have a main floor room since I was on crutches, referencing them with a gesture. Imagine my surprise upon hearing that there was none available -- in a hotel that size, on a Wed. midweek!!! I was flabbergasted. Still, I said okay, guess it was the stairs. Still, no apologies, offer of help, or even commiseration. Just moved back to talking about the paperwork issue! I shrugged and my son and I made our move to the stairs...only to discover we were LITERALLY in the second last room of the second floor!Not only that, our room was in the extension of the hallway down yet another hall! We not only had the longest walk and one already lengthy stair climb...but also had an ADDITIONAL five stairs to go to reach the extension hall!!! By the time I got to our room I was in tears from the pain. I have never in my life called the front desk of a hotel in an irate state, but I did that day. Called and let them know that I couldn't believe that this was the only room they could give me, that I was a Choice member but would never be back again, and that their service was appalling. They left me standing and waiting while they discussed something that could have waited, made no effort to offer a chair or expedite my registering, and gave me the farthest room they could ever have found. We were so upset we skipped the free continental breakfast the next morning and went out the stairs at the end of our hallway to save the distance walking. Just appalling. These two people were the worst guest service agents I have ever encountered. Frankly, someone needs to be fired.
滿意
108 評價