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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.
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