The young woman who attends the front desk went out of her way to make things difficult, to make a point, or to teach us a lesson. She made us feel like we were unwelcome and that merely our presence, was putting her out. Example, our key was turned off well before checkout, but they also stopped answering the phones when ppl needed to check out, I spent so much time trying to get a hold of her, I now needed a late checkout. However, as soon as I finally got back in to my room, she showed up and gave us a good “talking to” for not requesting a late checkout… although, we wouldn’t have, had our key not been turned off and the phones turned off. When we spoke to her about late check out, she said we needed to be out by 1, but immediately went to the front desk, called the room, pretended we never had the conversation, and we MUST return to the front desk. So, although we were trying to pack up and leave, we went to the front desk, and she tried to charge us for a full night…
My husband was so upset by how far she went out of her way to make things difficult and uncomfortable, he refused to even walk by the office when we were finally getting picked up to head to the office.
This is clearly a case of someone who has created a sense of the staff vs the customer. Post pandemic customer service where the business has chosen to be us vs them. Creating problems where there are none. Lovely hotel and staff… bar is stellar. This person is not cut out for a customer facing role.
