22 de agosto de 2007

Tauli Furuiti
2 de agosto de 2007

Titulo: Terrible customer service
Comentario: We arrived in Langosta for a long weekend at the hotel. We had to wait for 4 hours until the time to receive our key to the room. Since that is the hotel policy, there was no problem, even though I think there are times when the hotel can give the clients an earlier check in.
Once we arrive at the room, there was an electricity problem in that room. The lights were not working and the air conditioner was also broken. The telephone of the room was extremely dirty: evidently it had not been cleaned for a long time. Considering we had to wait for a long time to get the room, we expected our room to be really ready for us. We asked to be moved to a different room, which was quickly arranged, even though the new room did was different than the first one (no bath tub, for example).
Once in the new room, we spent the first night in a freezing temperature, since we couldn't switch the air conditioner off (the day after we were told there were batteries problems in the control and also a problem inside the air conditioner). As if this was not enough, I had to ask for a hair drier (that should have been in the room) over five times. All the times a different excuse was given and the solution postponed to the day after. The hair drier problem was solved over 36 hours after I asked for it the first time, and only when we met the manager in the hotel and explained the situation.
It is sad that an institution like Barcelo, that is known worldwide offers such a terrible service in one of their branches. We were very disappointed and definitely expected a better service overall.
The final message is that the hotel really needs to invest on personnel training, from cleaning to front desk if it wants to remain a competitive destination in the country.
conto_al_gerente: Sí

ServicioTico.com: 22 de agosto, hemos enviado la queja a la cadena de hoteles Barceló invitándolos a dar una explicación.