WOOF.
3 strikes, these guys are out:
STRIKE 1: stayed in March and although it's still technically spring, it was hot AF. No big deal, I'll just turn on the AC, right? Wrong. The vent only spewed out hot air and made the room with a single window hotter. Went downstairs to complain and I was told that they don't turn in the AC until summertime because it's "still cold." I was quick to pint out that it was odd how I couldn't get AC but the lobby had air conditioning pumping through it and "if it's so cold why do you guys have it on down here?" That stumped them.
STRIKE 2: after having housekeeping clean our our room while we were out sightseeing, we returned to find that they had cleaned the room but left us zero towels. No big deal, I'll just go ask for more, right? Wrong. The guy at the front desk didn't apologize whatsoever but instead, said he'd have towels brought up within an hour. An hour? Really? Ok whatever. Two hours later, I had to go back downstairs, raise my voice and offer to find an empty room to claim my own towels. After that, towels made their way to our room within 5 minutes.
STRIKE 3 (you're out): They offer same day laundry service. If you drop your clothes off by 10:30AM, they return them to you, cleaned by 6:00PM. We dropped off a few pieces of clothing to the manager, not a normal employee, the MANAGER, at 9:00AM. When we returned at 7:30PM our clothes were nowhere to be found. I went to the desk to inquire and the guy at the desk said it wasn't his fault because "I dont do the laundry." Awesome.
I explained that I was well aware of that but I needed an ETA on our stuff. He doubled down on it not being his fault. Laundry isn't a free service, so I explained that, his fault or not, I wouldn't be paying. He disagreed and threatened to call the manager at home, I called his bluff and dared him to do it. So he did. The manager offered a free buffet breakfast but not free laundry. I told them that unless they want me to attend breakfast in my underwear, I'd need my laundry. After another 30 minutes of arguing, I finally got the guy to agree to the laundry being free and having it delivered by noon the next day.
The next morning, I went downstairs and found the same
manager (Andres) that the laundry was dropped off to. I told him I just wanted to check and see if there were any updates. He echoed his counterpart and, instead of answering my question, went on a rant about it not being his fault. What's with these guys? I just want my clothes. He then re-offered the free breakfast but in the same breath, mentioned the laundry would only be a discount, not free. At this point I lost it and unleashed on the guy. I couldn't tell you how long the tirade of profanities I laced was exactly, but it may very well have been a Guinness world record. After leaving the guy shook, he meekly gave in and agreed to it being free because he didn't want "to fight anymore," but in reality, my yelling had drawn a crowd and he was starting to look bad.
Finally got our laundry that afternoon and the staff dodged us for the rest of the stay. The hotel has a nice location and all but their lack of customer service and even worse, lack of accountability is dumbfounding. read more