Otherwise, a truly superb hotel with superb services. However… I traveled on business and attended a medical conference hosted in the hotel. Conference speakers and the audience may have occupied some 20+ rooms, each for 2 nights (list price today shows USD 264/pn). Last minute invited to the venue, I accompanied a friend of mine who was a distinguished speaker at the conference. Upon arrival we talked to the Front Desk Supervisor lady and proposed that we may split into 2 rooms if conditions remain unchanged (ie. does not incur an extra fee). At hat time we had no idea of the room price until we learned it next day. Following some research and COMMUNICATION WITH HER SUPERVISOR sitting in an ‘upstairs’ office, our request was fulfilled. The FDS lady scanned my ID on a front-desk device and with oceans of smile, I was explicitly assured that the change in the room arrangement SHALL NOT INCUR ANY EXTRA COSTS. Felt grateful and all seemed nice and smooth. We exchanged smiles whenever I walked by the front desk in the lobby. Much later into the afternoon I was asked for my ID to be re-scanned for ‘it’s records had somehow been deleted’. What? From where exactly? From a hotel’s guest management / ERP system? Upon which taxes are paid to the government? No worries, though, gave my ID for re-scanning, and off I went. Participated in the venue, enjoyed the hotel. Was superb. Next day at check-out, a Front Desk Clerk would release my account only after I paid a fully charged stay and room. For my questions and testimonial description of the previous afternoon’s arrangement he called someone in the mysterious office ‘upstairs’ who, claiming s/he had no idea of such a promise from the hotel’s side, declined my petition. S/he did not sound to be touched at all (I overheard the phone conversation before the clerk drew aside for some whispering into the phone with his boss) and simply and, also swiftly, said ‘No’ to her/his subordinate, consequently to me. Not even an attempt to sort out the situation or to try to put the guest into ease. None. I have a suspicion that s/he must have been the same person from yesterday and also the generator of the events. Getting irate, yet maintaining my polite manner, I insisted on calling the FDS lady from yesterday, who was not on duty at that moment. The kind lady of yesterday now did not even bother to talk to me over the phone. With a wiped out memory, she refused everything, proving the clerk that I HAD BEEN EXPLAINED THE PRICE IMPLICATIONS OF THE ROOM-CHANGE TWICE and bluntly denied my request. Along with the entire conversation from the day before. Again, I did not have the slightest idea of room-prices until that moment with the clerk. It was humiliating. Not for the money but the behavior and the process. I will not color how I ever think and feel of such a degrading treatment of guests, of anyone. The hotel’s gain was some USD 250. And the loss?
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