2/10 Poor
2 Feb 2023
Disappointing Shift Manager
Our room did not get serviced because we were only staying for two nights. This was not clearly written anywhere on the property site. Also, because we had extended for another two nights, we had to tell the property that we had extended despite extending the day before our 2nd night at the property. We had left early in the morning and so did not think to notify front office despite receiving a confirmation from Hotel.com that it was not necessary to reconfirm. On our return at 7pm at night, the Shift Manager took offence when I asked why our room was not serviced and the fact that we had to get the key cards reset each day we were staying at the property. The housekeeping staff had also told us that we were supposed to have checked out. I asked the Shift Manager why that was despite paying for an extra two nights at the property. To this line of questioning he took offence and told me that he just canceled the booking and it was within his right to do so. This was very poor public relations behaviour and poor customer service on the part of the Shift Manager. He was rude and did not give me an opportunity to speak. He just told me to get out and that my booking is cancelled. I asked him for a refund and he said that the payment would be refunded back into my credit card but as at today, which is 4 days after my booking was canceled, I have not received a refund. Obviously, I will not be recommending this property to anyone especially if this is how guests are treated.
K T
K T, 2-night business trip
Verified Hotels.com guest review
