Nice Hotel - Mediocre Staff
By A Yahoo! Contributor, 8/4/07
My husband (who is terminally ill) and I visited the hotel recently. Traveling was on our list of things to do together while we still had the opportunity. Dover is close to our home. Although I inquired about whether we would be able to check-in if arriving before 4:00 and told we could, the story was completely different when we arrived. Even after explaining to the desk staff and manager on duty that my husband had some health issues that needed to be immediately taken care of, their only response was "the room would not be ready for another 45 minutes" and "check-in time is between 4 and 8 pm." We waited the 45 minutes only to be told it would be another 15-30 minutes before a room would be ready. We had asked for a handicap room but at this point was willing to take whatever was available. Again, told nothing would be available for about 30 minutes. It was over an 1 1/2 hours before we were able to get into a room. The staff was rude and unconcerned about our dilemma, except for one clerk named Jack. He apologized for the inconvenience and inquired about the health of my husband. (Thank you again, Jack.) We were pleased with the size and quality of the room we finally got, although the daily cleaning was average at best.
We did like having the convenience of easy access to the casino and the restaurants. We found the food to be very good in each of the places we dined in.
It is mainly because of the behavior of the staff that we would give this hotel less than a 4-star rating. The staff could benefit from training in customer relations.