2/10 糟糕
Lindsey
与家人出行
2024年12月20日
不满意：员工和服务
My family and I tried to check into the hotel. When we arrived the entire computer system was down. They have no other way of accessing rooms or guest details without technology. Other families were waiting in the lobby and also unable to check in. There was no ETA.
We were late arrivals, but due to the system being down, they were not able to adjust the accommodation and provide us a room like they normally would be able to if the system was operable.
The Operations Manager did not offer great customer service or attempt to actually help us find a place to stay. He said he could not offer a room for us. He casually offered to call another hotel on our behalf, but did not take any necessary steps to make that happen. It seemed like it would be more of a chore than something he was actually willing to do for us. It was very obvious that he was overwhelmed, frustrated, and unwilling to go above and beyond.
His lackluster attempts to help us instead made us feel abandoned. We did not trust in his ability to make sure we had a room for the night after just driving three hours. We left, as we believed we needed to fend for ourselves and urgently find a place to stay for the night, instead of sleeping in our car.
He also said we could call Expedia, provide them with his information and attempt to receive a refund. After doing so, even after buying additional insurance, we discovered we are unable to receive a refund.
Lindsey
2024 年 12 月入住 2 晚