I have just returned from spending the weekend at the Queen Street Premier Inn to celebrate a friend’s Hen Party. I was enjoying my stay - The rooms were clean, the breakfasts were tasty, the staff we encountered were helpful and we really liked the 12pm check out, however my opinion was severely tainted in the last few hours of our stay due to the rudeness I experienced from one member of staff who was working reception, Matt. I had organised and paid for a group booking of 7 rooms on the phone with Central Reservation department who were incredibly helpful upon booking. I was unsure of one of the guests surnames but Central Reservations assured me that it wasn’t a problem. This morning, upon enquiring about whether the guest had checked out at hotel reception this morning, Matt informed me (rather aggressively) that it was against their policy for guests to not have surnames on the booking and that I could be fined. The hotel had switched computer systems the day we checked in, so we had 5 members off staff trying to check us in at one point, and although I offered them the guest’s surname, for their information, this wasn’t updated upon the booking. Matt continuously talked over me as I tried to explain the situation, kept moving closer and closer to me and the group of women I was with during the conversation which made us all feel incredibly uncomfortable, and told me that the missing surname on the booking was “on me” and that could be fined for the missing information. I tried to explain that Central Reservations didn’t disclose this policy to me, and that I had offered the information upon check in, but he refused to acknowledge or hear my explanation. Matt continued to address myself and the group I was with as ‘girls’ which was incredible condescending and patronising. Thankfully, we spoke with the manager who apologised for the way Matt had addressed usbut I was left with very little faith that the rude, threatening and passive aggressive behaviour from Matt would be adressed.
翻譯