Unprofessional Hotel Staff - Unreliable Booking Process - Lots of Unnecessary Static
Booked on Booking.com hours before arriving. Upon arrival was greeted (if that is what you'd like to call it) by Virginia. She said you're not here to check in because I have no reservations available and you are not in my system. On top of that she said I turned off the on line booking system hours ago so there is no way you have a reservation. Well yes I do have a reservation. WITH WHO? Booking.com. I am looking at my EXPANDED system and you are not in it! Where is your confirmation? After going out to my email to get a confirmation number, and returning with a booking confirmation, she suddenly announced she had found my reservation.
Instead of apologizing for telling me I had no reservation, she then proceeded to tell me although she did find my reservation, but it was not legitimate, but it didn't matter anyway because she had no rooms. She interrupted every time I attempted to ask a question - this is an incredibly rude and unprofessional. HOLD YOUR TOUNGE FOR PETE'S SAKE - this is not a rodeo! Save that for your husband and kids. You are a customer service professional. You provide overnight accommodations for people attending an out of town funeral, or visiting their sister, or traveling after a long day of business. These people are displaced from their homes and in need of a reliable, clean, safe and comfortable place to stay. They expect and depend upon a smile and an accommodating tone in your voice. If a problem comes up, you don't raise a battle flag, you make problems go away.
When I asked Virginia if she could possibly just smile and let me finish a question without interruption, she interrupted to tell me now nice she was already being. When I asked if we could skip the problem highlighting phase and simply move forward to the point where she finds us another room at the same price, Virginia arrogantly insisted she had been working this job for over two weeks and she knew what to do. She called the owner and told her twice she had a very disgruntled customer (twice Virginia? really? NOT! I would just like the two rooms I booked). The owner told her to simply take care of it. Right.
Unbelievably stupid to put someone like this in a role like front desk clerk. In 30- years of owning and managing hotels, I have never seen attitude more wrong minded. Virginia obviously has no customer relations skills whatsoever. Maybe a role in the operations or housekeeping department might suit her better. Bought her entire staff a negative review. Ruined any chance of a pleasant night or stay at the facility, (OR A RETURN VISIT). Who cares about the location, price or quality of the accommodation when the front desk clerk is such a witch?
On a bright note we were finally referred to a sister property a few miles away. When we arrived we were treated very well by the very professional staff there, (that evening and the next morning) who made us feel welcome. Thanks! less