Emily
2 weeks ago
We checked in this past Saturday, actually a family member booked and paid for our room and also got there before us and checked us in, so we only had to stop to and grab our keys when we arrived. So, upon arriving after a 3+ hour drive we walk in with all of our luggage, two adults and two kids. The lobby was very nice and modern feeling, clean and warm with a big fireplace. My husband and kids went to sit in the lobby while I was to get our keys. The person at the front desk made zero acknowledgement to me while he was on the phone. My family member came down to us and had only checked in an hour prior so he knew all he had to do was give us our keys, but decided to engage with the customer on the phone who was asking detailed questions and prices about each room. After standing and waiting for at least 10 minutes, the person on the phone decides to make their reservation… for JUNE! I sure hope they get the service they got on the phone when they arrive. He didn’t say anything when he hung up, just looked at me, zero apology for the wait or thanks for being patient. My family member mentioned our name and that we needed our keys, it took him 10 SECONDS to hand me the keys and again, said nothing else, not where our room was, what time the pool closes, when breakfast and checkout are, I was so dumbfounded. Our room was very nice, very clean, and actually fairly quiet for being on the 2nd floor. The pool was really nice and the water feature in the middle was so fun but the signage for it is rather small so we didn’t notice it until we were just about the leave. The towels for the pool also ran out while we were there, around 8pm. Sunday morning we made our way down for breakfast and it wasn’t two minutes from getting in to the lobby that we had lost power, not the hotels fault, it was from an ice storm. I was incredibly grateful for our timing because had we been any later, we would’ve been stuck in the elevator. The same guy from check in was down there and when the power went out he didn’t say anything to the guests getting breakfast, he stayed silent and continued to bring out the breakfast foods. I found it SO strange that as the only hotel staff in the room, you wouldn’t announce for guests to stay calm and that you’d go find out more information. Maybe that’s just me, but I really felt like the lack for hospitality here really gave this hotel a sour taste for me in the future. We only found out what was going on because another staff member came in and started talking to him and we overheard that there was an ice storm and the majority of the town was out of power. We walked back up to our room using the stairs that had some sort of lighting I’m guessing from a generator but by the time we finished gathering our things together and back out in to the hall and stairway there was zero lighting, I had to use my phones flashlight for us to use the stairs safely. As we exited and clearly were not coming back in because we had all our luggage with us, the same guy, like at me and says “hi”, me being confused because this was like the first word he had spoken to us, he says hi as we’re leaving? Maybe should’ve been more like “how was your stay?” “Do you need any suggestions on leaving town with the roads and having no power?” And so on…. While I’m sure he’s a nice person in general, he needs serious training in hotel hospitality and how to interact with guests.
