My husband and I have just completed a stay at this hotel. The room itself was nice, clean and comfy. However, Alexandria at the front desk was not nice at all. She had a bad attitude in general. My husband, myself and our dog had just completed a lengthy amazing stay at a Sonesta ES Suites, but unfortunately there were no availabilities for the upcoming dates. So we decided to go to this hotel since it was reasonably priced. We are having work done on our house that is taking longer than expected so we had a lot of bags and belongings with us. My husband called ahead and asked for a ground floor room for our pet, and mentioned this. When we arrived however, they didn’t charge us the deposit for the pet which we honestly did not realize at the time. When my husband went to the front desk later on to get a snack, Alexandria very rudely told him that “a maintenance man saw a dog go into your room” in an accusatory manner. My husband attempted to pay the deposit at that time but had problems with his credit card. We paid the next day, even though our dog ended up leaving to stay with friends. As if that wasn’t bad enough, this morning I went down to the front desk around 11:15, to ask about a luggage cart and a possible later checkout (even by 12:30, nothing big) she rudely said No, we are fully booked,etc, etc. I then asked her for a luggage cart because we had a lot of bags (as mentioned above) and she said, We’ll if there’s none at the front then we don’t have any available. Not, let me ask housekeeping or any type of help. Luckily a housekeeper passed by and was concerned and wanted to help and got a luggage cart for me. When I checked out, before I returned room keys, I asked if she could allow the room key to work at the side door where we were packing up our car and she said, No they stopped working at 12 o’clock. I am a very well seasoned traveler, who has lived in many different states and 2 foreign countries and this person was one of the most rude and unhelpful people I have encountered at a front desk. If this is the impression you want to put out about your brand culture, then that’s not good business sense. The reception desk is the face of your hotel and should be run by a pleasant , helpful person, not someone who couldn’t care less about the vibes they put out. Disappointed is not the word and rest assured we will never be back. 2 Stars for clean, comfy room and nice housekeeper.
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