While everyone was nice at the property, there were several points of failure with systems in place, communications, and employee empowerment. We arrived at 5pm and were checked into a VD room. The desk told us multiple times they were sold out, but for some reason wouldn’t check us into a different VC room, but instead asked us to wait while the room was cleaned. That took almost 2 hours, which is 4 times more than it should for a QNQN room. We were offered only snacks and to be in the room while she cleaned it. They then seemed to lose track of time and wouldn’t communicate with her due to a language barrier, and so we had to ask twice strong 7pm, if we could get in. We were assured management would know and reach out to us on Monday. That never happened. I do expect the hotel to make up for it with an IHG gift card, because this was a ridiculous situation. I worked in hotels for 8 years and there’s multiple different ways this could have been handled.
Vertalen