I checked in at an Embassy Suites Hotel and experienced a comedy of errors. My colleague and I arrived at the hotel early (wonder of wonders - a flight arriving ahead of schedule) and no rooms were available yet. We had lunch and worked via the hotel WiFi until around 2PM (official check in time is 3PM).
I was given a card key to a room, went to the room and found the room wasn't cleaned yet (left over room service, turned down bed). I returned to the desk and was assigned another room. When I got there the card key would not work. I returned to the desk and they rekeyed the card again. I returned to the room and no light from using the card, multiple times. Then I turned the handle and found the lock was not working at all (open to anyone). I called down to the desk and was told they would bring a card key to another room to me. I read while waiting and the repairman arrived and gave me a card to the room next to the original one. I settled in and was going to head down to a work out when I realized there were no towels in the room. I called to the desk and they said they would bring them up as soon as they were clean and dry. I did some work and eventually they came 10 mins before I was to meet my colleague for dinner.
That evening I received an E-Mail from the front office manager (the same person who checked me in) asking for feedback on the stay. The next morning I received a note card with my bill apologizing for the inconvenience I faced during the stay with a card good for 2 free drinks. The drink card expired the night before!
After all this what would be the appropriate response? Provide feedback about my stay directly to the front office manager? Rake them over the coals in Tripadvisor? Chalk it up as a bad day?
Thanks for the feedback
I was given a card key to a room, went to the room and found the room wasn't cleaned yet (left over room service, turned down bed). I returned to the desk and was assigned another room. When I got there the card key would not work. I returned to the desk and they rekeyed the card again. I returned to the room and no light from using the card, multiple times. Then I turned the handle and found the lock was not working at all (open to anyone). I called down to the desk and was told they would bring a card key to another room to me. I read while waiting and the repairman arrived and gave me a card to the room next to the original one. I settled in and was going to head down to a work out when I realized there were no towels in the room. I called to the desk and they said they would bring them up as soon as they were clean and dry. I did some work and eventually they came 10 mins before I was to meet my colleague for dinner.
That evening I received an E-Mail from the front office manager (the same person who checked me in) asking for feedback on the stay. The next morning I received a note card with my bill apologizing for the inconvenience I faced during the stay with a card good for 2 free drinks. The drink card expired the night before!
After all this what would be the appropriate response? Provide feedback about my stay directly to the front office manager? Rake them over the coals in Tripadvisor? Chalk it up as a bad day?
Thanks for the feedback