We have stayed at this hotel previously with no issues whatsoever. This time was a new GM, Kim. (Stated she has been there 2 1/2 months) To begin with she sits in a room behind glass where she can see the guest at the front desk. She shouts,”YES!” Never gets out of the chair! You have to shout back why you are there. We had ridiculous noise issues from a dog and were awakened FOUR different times! We called the front desk and explained to Kim, she did nothing! After the fourth wake-up, we checked out at 1 am and drove 200 miles back home. The next day we called “Kim” and asked what part of our payment would be reimbursed. She agreed it was an “awful”experience and assured us we would see a refund. Two weeks later and FIVE telephone conversations with “Kim” along with promise after promise and still NOTHING has been done! When we asked for a contact number to her management company/ owner or her supervisor she refuses to provide any number. Kim has made FIVE promises to correct the issue and has done NOTHING! She fabricates, lies, makes excuses and has zero personality! And as a reminder she is the GM! She appears totally overwhelmed! The final straw was during the SIXTH telephone conversation she assured us her supervisor “Maria” would call us on Tuesday. Never happened! So Maria follows the company protocol and doesn’t follow-up with a former guest! This GM did not even know what the IHG point program is called! If you take the chance staying here and have a SLIGHT issue, it is NOT getting resolved. This company has got to be the worst we have ever dealt with in the hospitality industry! By far! There are MANY other MUCH BETTER hotels in this small town. Avoid this place as it is nothing but frustration and is poorly, poorly managed! You can sense it as you walk through the door. And as a footnote, the other couple we traveled with had an issue and left Kim a message and NEVER heard anything back!
20 評價