2/10 Terrible
Alester
Travelled with group
6 Sept 2024
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay at your hotel was mostly positive, thanks to the welcoming and professional night staff who made us feel comfortable. However, our experience was significantly impacted by the rude and unprofessional behavior of the Guest Service Manager, Lisbeth. From the moment we arrived, her attitude was cold and unfriendly, as if she owned the hotel and we were staying there for free.
On the first day, Lisbeth wrongly accused us of needing to vacate our room, despite us booking an extra day. She insisted we leave until finally checking the system, only to realize it was her mistake. Holidays are meant for relaxation, and when you have staff like this who accuse guests without verifying facts, it completely ruins the experience.
The next day, after extending our stay, we requested the room to be refreshed. Lisbeth shockingly informed us that it wasn't necessary to clean the room or change the bedspreads, even if we stayed longer. As paying guests, we were entitled to basic housekeeping, but she was dismissive and rude.
While the rest of the staff were excellent, Lisbeth’s constant rudeness and lack of professionalism overshadowed our stay. I strongly feel,Lisbeth needs serious training in customer service as her current approach is unacceptable and damaging to guest experiences especially when her role is a.Manager in a hospitality sector. I hope this review is taken seriously please.
Alester
Stayed 3 nights in Aug 2024