First, let me say that I evaluate businesses (including hotels), both management and employees, for efficiency, performance and the general morale and profitability of the business. We stay in hotels ... more
First, let me say that I evaluate businesses (including hotels), both management and employees, for efficiency, performance and the general morale and profitability of the business. We stay in hotels at least 10 months out of the year due to our businesses. I had difficulty rating this hotel. The staff deserves 5+ stars whereas the GM deserves a 0.
I know this is long but please stick with me. We stayed at this location for 4 weeks with our dog. I work out of the room so I spent the entire time there except to go out in the evenings.
Within the first two days there I noticed the GM standing around and speaking harshly and down to the staff. I could hear someone walking down the hallway calling names (which I heard over the TV which I use to drown out background noise) when I was trying to work but I didn't know who it was. I thought it was rude as there are people who work nights trying to sleep during that racket. Later in our stay I had requested that the bedding be changed. I was in the middle of a project and couldn't vacate the room when Karen was ready to remake the bed. I told her I could make the bed because I knew staff wasn't supposed to be in the room with guests and I had the dog with me. She said she would be happy to go ahead and come in and take care of it for me. She barely got started on the bed and I hear her name loudly being called over and over in the hallway - again over the TV noise. Karen rushed out of the room. I muted the TV to make a call. During that time I heard Rohan (the GM) ask her if I was in the room and she said yes and he seemed ok with it. Karen came back in and continued making the bed and a few seconds later Rohan came bursting in the room without knocking, goes in the bathroom and tells Karen to use a magic eraser on the tub and exits the room. I told Karen I did NOT need the bathroom cleaned, just a bedding change. A few days later when I confronted Rohan and told him I did not appreciate him coming in my room like that and my dog is there for my protection -- he's lucky he didn't get bit. He told me that he didn't know I was in the room, that he saw Karen go in there and thought it was ok because it's against hotel policy for staff to be in the room when a guest was present -- basically that it was her fault he was in the room. I did not tell him I knew he was lying to me and that I heard the conversation right outside my door because I did not want to cause a scene in the lobby. Then he told me that he had looked for me earlier to apologize but couldn't find me. First of all, I never left the hotel during the day. Either I was in my room, on the grounds walking my dog or right around the lobby area doing laundry -- apparently he didn't look very hard.
I have personally heard him use very inappropriate language toward the staff which was offensive.
During our entire stay he parked his car under the awning near the front door making it difficult or impossible for guests checking in to use the drive as intended. He also brought his wife to work to inspect rooms. It was unsettling to see a young woman in street clothes walking in and out of rooms not knowing who she was -- she clearly wasn't an employee.
I cannot say enough good things about the staff. They were amazing!!! The rooms were spotless, the dining area was always well stocked and clean regardless of the amount of people in it. Everyone was very friendly and helpful.
At the front desk: Eric, Liada and Sandra (?) were very efficient and friendly.
In the kitchen: Wanda and Patsy made me feel welcome and at home.
Housecleaning: Karen, Stella, Katrina, Brittany, Emma and Cheryl were all wonderful. I had a do not disturb on my door because of my dog and whenever they saw me in the hallways they always checked to see if I needed anything and were very friendly and happy to help in any way they could.
Thank you ladies (and young man) for being so wonderful to us. less