Terrible experience. 4 engineering visits, 2 room move offered in a space of 2 hours. 1st engineering visit. Upon checking into our room, we discovered that the shower wasn’t functioning properly due to low water pressure. When we tried to contact the front desk to address the issue, the phone didn’t work, so therefore had to go down from the 17th floor to report it in person. 2nd, 3rd and 4th engineering visit. The front desk suggested moving us to a different room, and we agreed. However, in the new room, the overhead shower wasn’t working either, so the engineering team had to come and adress the issue. After they left, we attempted to shower, only to find there was no hot water. They returned to resolve the issue, but after my partner showered, the shower stopped working again. The engineering team had to come back a fourth time, and though they eventually got it working, we were told that we could either use the hot shower or the sink, but not both simultaneously, as using the sink would cause the hot water to fail. Consequently, we couldn’t shower in the morning. We were offered another room, but I refused, see below as to why. Technical issues can happen in any hotel, but my primary concern was how the situation was handled. After offering us a third room, I expected the hotel staff to personally check everything before suggesting another move. However, the front desk was quick to suggest another room without providing a clear answer when I asked what would happen if the issues persisted. The response was simply, ”This is the only option I can give you” (I wish the phone call had been recorded). The front desk team needs additional training on five-star service and better communication with guests, as the way I was treated fell far below expectations. If a third room move is necessary, staff should ensure the room is thoroughly checked beforehand. There was no follow-up from the front desk after checkout, nor was any compensation, recovery or apologies offered. This is not the level of service one would expect from a five-star hotel in cities like London or New York. I truly wish the call had been recorded so this could be used as training purposes on how to not deal with situations as such. Please note that we are not difficult guest and we are fully understand the issues within hotel facilities that may arrise from time to time and often beyond control of team members on duty. But it is the responsibility of the managers on duty to ensure that guest are looked after and treated accordingly. Something that I felt was missing.
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