Checked in on 5/19 late evening around 8pm front desk clerk took care of processing me quickly the clerk was alert, make good conversation. I asked what floor i was she said the 6th oceanview as what i requested. Went to my room and the view is what i expected from the website except the linens where not what i expected but the bed was comfy. I was told the by the clerk the hotel is making improvements in the room with new bed,furnitures i got the room that was with older furnish but it was still in good condition. Notice in front of the bathroom it was soaked with water and the door edge on the bottom looked like water was there before dont know where the water was coming from but i called front desk they said they cant do anything but will be up to place some towels and maintenance is gone for the evening will have to wait in the morning, so i stepped out to get me a bite to eat and came back and there was still no towels placed on the floor area looked like more water soaking. Morning came to check out and i was at the front desk checking out told the clerk want to speak to a manager the clerk told me she is supervisor and how can she help explained to her my issue with the condition of my room and i want a refund for my stay she says that she has to get her manager. I was already furious at this time and just wanted my refund and leave. Very young lady walks towards me with a smile and introduce herself as the front desk manager and was eager to listen to my complaint i explained to her and told her what happen and she explained to me that this was her first day on the job and was excited to have her first complaint to handle my reply was you just calmed me down from my frustration and she says thank you but i will make sure i listen to your concerns and take actions on correcting it she also mentioned that her biggest actions to move forward is her front desk agents and supervisors have compassion for there guest . We exchange email address and gave me a little update on the hotel renovation and guest service area and she invited me back that if i was traveling back her to give her a chance to make a difference from my last stay here and a comfortable stay next time. She thank me for the feed back and closed the conversation with a smile and says Adios. My frustration was well handle.
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- Also Known As:
- Verona Resort & Spa Guam/Tumon