My stay at the Norwalk Inn Motel was a mixed experience…read more
Upon our arrival, the front desk attendant was courteous and accommodating. Although she was somewhat difficult to hear during the transaction, she facilitated a smooth and efficient check-in process, and her professionalism was appreciated.
Regrettably, the checkout experience significantly altered my overall impression of the property.
Our stay lasted two nights, with a scheduled checkout time of 11:00 a.m. We were running slightly behind while gathering our belongings. Rather than receiving a courteous reminder that checkout time had passed, a staff member approached our door and knocked loudly in a manner that was abrupt and alarming. Upon opening the door, she immediately began speaking in a raised and forceful tone, repeatedly instructing us to hurry and vacate the room.
We calmly explained that we were nearly finished and required only a few additional minutes. Instead of allowing us to complete our preparations, she continued to raise her voice. When we requested that she moderate her tone, she denied being discourteous while continuing to speak loudly. She then placed her foot in the doorway and entered the room while we were still present and in the process of collecting our belongings. Additionally, she remained outside the room, observing us until we departed. This interaction caused considerable discomfort and a sense of intimidation.
After completing the checkout process and proceeding to the front desk, we discovered that the same employee was now attending to guests there. She processed the return of our cash deposit; however, the procedure took an unusually long time. When we politely requested her name, she appeared reluctant and responded with visible irritation.
As the situation continued to escalate, I began recording the interaction on my phone. In response, she also began recording and became increasingly confrontational. As we exited the property, she followed us outside, continued speaking loudly, and repeatedly stated that she intended to report us.
I fully acknowledge that hotels maintain checkout policies and that guests are expected to adhere to them. While a brief delay on our part may have warranted a reminder or even a late checkout fee, the manner in which the situation was handled was inappropriate. Being addressed in an aggressive tone, having a staff member enter our room without consent while we were still present, being monitored as we gathered our belongings, and experiencing continued confrontation at both the front desk and outside the premises were all unacceptable.
What began as a pleasant stay concluded with one of the most unprofessional checkout experiences I have encountered. I respectfully encourage management to review any available security footage from the hallway and front desk, address the conduct of the employee involved, and consider implementing additional customer service training. All guests should be treated with professionalism, courtesy, and respect, regardless of minor delays during checkout.