Right features to be an excellent hotel
By A Yahoo! Contributor, 8/16/07
On the plus side: perfect location, online computers for the guests free of charge in the lobby, complimentary shuttle, continental breakfast, comfortable and good quality bedding and towels -- in other words, the hotel has all the right features to be excellent.
Unfortunately, regarding the staff it seems that the very polite, friendly and ever-smiling personnel is not of too much help.
The shuttle was not in service half of the working time (7 - 11.45 am and 6 - 10.45 pm). First time when happened to ask for the shuttle and it was not available, the receptionist sent us a private car explaining that we have not to worry as they always use that car/driver when there is a problem with the shuttle. Well, we didn’t worry but we were unpleasantly surprised when the driver asked us to pay the course at the end of the ride.
Indeed the continental breakfast was very nice but you could get some fruits only within the last half-hour the breakfast was served (when most of the guests were already gone).
The front desk….I was lucky checking in since my roommate arrived a day before me. Unfortunately, I cannot say the same about checking out. This was a nightmare. Despite the fact that we made it crystal clear from the beginning that we are going to split the cost of the room and pay with 2 credit cards, only one card was charged and it was impossible to have the bill sorted out until Monday morning. It seamed that only the accountant was professionally prepared to solve the issue.
Eventually, one week later, the bill was split and the cards charged correctly, but the accountant forgot to put in the frequent flyer number. Two weeks ago I called her and I was assured that in the following hour she will take care of this and will mail the receipts (without receipts we cannot request the miles). I’m still waiting.
On the other hand, forgetting in the room the cable of my laptop I called the housekeeping and got it the next day!