Appalling customer service and rudeness by Carol, Arlberg manager, and we will never attempt to book here again. We called to make a booking after having stayed at Arlberg a few years ago, only to find our booking was refused due to an “altercation with staff regarding top sheets for beds” upon our last stay. We explained to Carol that there had obviously been a mixup and the note against our account had been mixed up with another guest, as no such incident had occurred, and that we had enjoyed our family stay and hence were re-booking. We guessed there was a simple explanation for the error, as can happen, but were shocked and horrified by the inflexibility and rude way we were spoken to by Carol over the phone. She would not listen to our explanations as to never having had an issue there, and that the note must have been put under our account in error.. she would not give the dates of our supposed “altercation”, she said she remembered it but would not verify identity or give any way for us to try and prove that it was an error and case of mistaken identity. The sarcastic, rude and belligerent way she spoke to us on the phone was extremely upsetting, especially given the circumstances, and we remained shocked by such nastiness and inability to consider her mistake. Since discussing this with other friends who have stayed here in the past, we have heard similar stories of rude and bullying behavior to guests by manager Carol. While we understand things are difficult in the ski fields, and there is a toll on mental health, it is horrible that guests and enquiries should be met in this manner by management. We did enjoy our stay in the past, but would never stay or recommend again.
翻譯