I stayed at the hotel for one night, on Sept 11, and I was not impressed. Strangely, what I was not impressed about, could so easily have been fixed. I realise the check-in time for the hotel is 1500, but there is such a thing, as doing everything by the rules to the extent that it inconveniences guests. I got the feeling that things were done very militantly, sadly not making the guest feel very welcome. After a long drive , I arrived at the hotel at about 1330, and waited at reception where 2 people were checking in early as well, and were given their rooms no problem. When it was my turn, I was told, that there was a hotel inspector there or coming, and that housekeeping was doing an extra through job, and could I come back in 30 mins, that my room would most likely be ready then. I came back in 23 minutes, and sat on the couch area to wait. When the staff member at reception (Tori), got finished with her silliness with the other staff there, she finally got around to telling me, yes, please wait another 15 minutes.
One of the most disgusting things about the hotel, is there was something wrong with the fireplaces, in the lobby area, and after sitting there for some time, I smelt worse than if was inside a bar full of smoke. Smoke was somehow making its way out of the fireplaces and entering the couch area of the lobby. I asked one of the other people in the lobby if they notices it, and the lady said yes, "it comes in waves, doesnt it?" This smoke now penetrated into my clothes, simply from waiting in the hotel lobby made me nauseous, and I mentioned it to Tori, who said she would tell someone named Ben to look into it. An East Asian gentleman in a purple shirt came out of the office as well, whom I assumed to be a manager, (he is an owner apparently), and he listened to me, but essentially brushed me off. Smelling like an ashtray now, from the lobby, I was very ready to get my smoke filled clothes off, take a shower, and change and go to my meeting, dinner , and concert. After quite some time, my room was finally ready, and I was invited to check in. The room itself, is decent, clean, and what I expected. I would have had no issues with the hotel at all, had it not been for the delays in the lobby, the smoke smell, and issue there coming from the fireplace system, and the rude unprofessional behaviour of the staff member Tori. I heard she is a brand new employee, but there is such a thing as learning to be professional. When I asked Tori, a question, instead of being given priority, as a hotel guest, and told, oh let me look, or look into your inquiry, the male employee there arrived, and just started to engage with Tori. The professional thing to do, is take care of a guests who is right there talking to you, then goof around with your co worker later. It was extremely rude, that Tori behaved this way, in mid conversation with a guest. Earlier I said, that is seems this hotel is militaristic in enforcing their policies or rules as when I checked in, I got the stern almost military-like lecture about 11 am check out time. There are polite ways of letting guests know information like this, without belittling them. I think some lessons on how to behave in a professional manner with Customers, is very much needed for the reception staff.
After, my clothes stank of smoke, from simply sitting in the hotel lobby, I would have thought an apology might have at least been nice, let alone offer a discount to me, due to the inconvenience, not to mention offer to clean those clothes for the guest. Perhaps I will hear back from the hotel, but never again at this point, based on the nonprofessional of reception staff. I hope you will take my constructive criticism in a production way.
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