THE WORST CUSTOMER SERVICE EVER !
Dear Heir Wiese,
The spa and rooms were nice and our stay was going great until checkout.
The noise outside our rooms kept us up all night and there is no A/C so in the summer I guess that would be terrible.
I wanted to report an incident with Kristina Schnorr who tried to charge me for two nights of our bands stay at the Mauritius hotel.
This extremely difficult and unkind (although indeed polite) person knows nothing about the hotel business.
I told her upon checkout that we were responsible for one night for three rooms and I agreed to pay for the rooms obviously. But she repeated insisted that I pay both both nights saying that there was no record of who made the reservation.(was the promoter of our bands' concert)
But after my manager called from Hong Kong she realized that she made a mistake as she found that the person who made the reservation AND their credit card was indeed on file. She agreed to only charge us for one night (and breakfast for one room who had that).
Then she proceeds to try to charge us for the breakfasts for the second night...when I told her that the promoter was paying she went into a strange explanation that from her perspective she was right and we were wrong and we were trying to rip off the hotel.
I told Kristina that our manager and the promoter would sort out the problem NO MATTER WHAT but we have to drive to Prague now and she was holding us up over two possible breakfasts. I told her we would follow up and make sure the hotel got paid...she did'nt care.
While I understand trying to be a meticulous worker, I did tell Kristina that this was bad customer service. She then became angry and gave me even more attitude. "i don't try to tell you how to do your job. Have YOU worked in the hotel business?" All this while the WHOLE TIME she was wrong. She basically tried to steal from me by trying to intimidate me into paying for an extra night when it was clearly marked on the reservation that the person who booked it was paying for the second night not me HAD SHE ONLY LOOKED INTO IT THE FIRST TIME.
Instead, she treated us like we were stealing. She held us up for 30 minutes not really looking into the matter deeply until our representstive called her from Hong Kong and told her to charge the card who made the reservation and please allow us to drive 7 hours to our next gig..
(The promoter of our gig in Köln was the lovely Stadtgarden Venue and they were our host.)
I will never return to the Mauritius Hotel.
We tried to explain to Kristina and be truthful about our exact responsibility, but she did'nt care AT ALL about the customer. She just wanted the money and tried to treat us like criminals.
What terrible customer service...she should have been asking what she could do to keep our business instead of trying to charge us for two 12€ breakfasts...she needs some more training. As the assistant manager she will lose you tons of customers. read more