Horrible treatment by staff
I stayed at this hotel in April for 3 nights. On our third night a group got locked out of their room at 3am, but we did not know about this when we called the front desk. I called the front desk to a... more
I stayed at this hotel in April for 3 nights. On our third night a group got locked out of their room at 3am, but we did not know about this when we called the front desk. I called the front desk to ask what was going on at 3am because I was woken up by banging, slamming, and drilling. The front desk staff was extremely rude and stated that he had other problems to deal with and I would just have to wait, I explained to him that I am a paying customer and I did not appreciate his tone and they way he was speaking to me. I then hung up the phone. He then called back to the hotel room about 10 seconds later. He screamed at me that I could check the F*** out right now and never come back. The next morning I came down to the front desk to explain to his boss what happened. She only gave me 40 dollars off and told me she understands why he did that because he was frustrated. After talking to the front desk staff, I went to breakfast. In front of me there was a gentlemen who had an issue and the staff checking breakfast cards proceeded to talk about him when he left and call him very nasty names in front of me. I then called best western customer service because they are supposed to be the sponsor of the Genetti, the customer service center put my complaint In, several weeks later I still had not heard anything back and when I called back to find out what happened with the complaint, I was told that it was closed out and that they reprimanded the staff member. I come to the Genetti once a year at least for their pool tournaments. This is not the first time the staff has been rude, but this is by far the worst. I will however say that the cleaning staff was very nice and accommodating with needing to come and go from the hotel room when they were in the process of cleaning it up. less
mirandaleopaul, Manager at SureStay Collection by Best Western Genetti Hotel, responded to this review
Thank you for taking time to share your feedback regarding your stay with us and what you experienced. I would like to first apologize that we did not respond to your original complaint to customer service, I do not know how that slipped through the cracks. We take our guests comments, good or bad, very seriously and we pride ourselves in our response time to our guests. I am sorry that we let you down. It is extremely unfortunate that you were disturbed at 3 am by other guests of the hotel, I know the importance of a good night’s rest and when you spend your hard-earned money on a hotel, you expect a peaceful night and no issues during your stay. Our staff members are trained to handle such issues as they arise and your call to the front desk should have been handled much better and the noise issue should have been resolved as quickly as possible so you could get back to sleep. I cannot speak as to what else may have been going on at the time of your call that took precedence over your complaint but your call did warrant a different response. It is very unlike our staff to respond to a guest in this manner. We hire friendly, accommodating and caring employees that 99.9% of the time respond to our guests per our high hospitality standards. The employee that you dealt with is an exceptional employee and we have reviewed your concerns with them to ensure something like this does not happen in the future, regardless of the situation or other events that are occurring in the hotel. Thank you for acknowledging the cleaning staff and their accommodating nature. We value our guests and employees very much and this has been our service culture for the last 97 years. Again, please accept my apologies for the issues you had during your stay with us. If you would like to connect with me to discuss further, I would welcome that very much. I can be reached at firstname.lastname@example.org. Thank you!