4/10 (不満)
Tiana
2025 年 12 月 20 日
良かった点 : 清潔度
Upon checkin around 11pm I was assigned a room. 3 hours later at 2 in the morning I received a call from the front desk that there had been an error and that I needed to switch rooms. I was highly uncomfortable with this as as solo traveller. It was never explained to me why it could not wait until the morning. The manager did offer me breakfast meal vouchers and a resort fee waiver for the inconvenience after I asked to speak with her to file a formal complaint.
Hotel staff were rarely available at the front desk (it was often empty). After the room switch my credit was charged for the room that was not mine ( I was essentially charged for both rooms). I could not get a clear answer from the desk staff about how to resolve the issue. And had to escalate the issue to upper management who took days to respond. Even during my check-out I had to find a security guard to help me locate front office staff to complete the process.
The hotel itself was fairly nice and the Agave restaurant on site was lovely. Due to the lack of customer service and non-presence of staff when needed, I will not be staying the this hotel in the future.
Tiana
2025 年 12 月に 4 泊滞在