2/10 Poor
30 Dec 2024
Reception team needs major retraining
Check in experience was the worst and they forgot to return me my passport. No one called my room to inform me or tried to return it to me when they realised they had it. I had to go down 30 min after I checked in when I discovered it wasn’t with me, to retrieve it for myself. No apology with the “we were going to send it to your room” and no move to get it for me there and then until I said “where is it? Please return it right now”. It was most bizarre behaviour. Also no explanation for why and how much they were swiping my credit card for (I assumed it was for incidentals since I prepaid but I’ve never had a hotel not take the initiative to explain that and tell me how much they are holding). A different person checked me out and there was again no mention that they will cancel the hold on my card when I checked out - until I asked. Again something all other hotels take the initiative to do.
All in all, the reception team - the first and last representatives of your hotel that guests interact with - needs some serious retraining. An absolute train wreck of a team that seems incapable of saying anything beyond the bare minimum until asked - perhaps in hope that you’ll leave them alone and not use up too much of their time or energy.
Verified traveller
2-night family trip
Verified Hotels.com guest review
