This is my second time staying here over Labor Day weekend. I returned because the housekeeping, pool staff, and valet team are all wonderful professional, kind, and welcoming. Unfortunately, the front desk experience has once again been very disappointing.
On both visits, there were booking and...
Read MoreThis is my second time staying here over Labor Day weekend. I returned because the housekeeping, pool staff, and valet team are all wonderful professional, kind, and welcoming. Unfortunately, the front desk experience has once again been very disappointing.
On both visits, there were booking and service issues that I brought to the front desk, and both times I was met with dismissive and unhelpful responses. As someone who has worked in the hotel industry as a Front Office Manager, I know how critical the first impression at the front desk is. If a guest has a problem, it should be an opportunity to turn the situation around whether that’s with an upgrade, a drink voucher, or even just a genuine effort to resolve the issue with care.
The front desk sets the tone for the entire stay, and if that interaction is poor, it overshadows all the positive aspects of the property. For the rates charged here, investing $10–20 in guest recovery when issues arise is a small price to pay for guest satisfaction and loyalty.
Until improvements are made with the front office staff, I would hesitate to recommend this hotel to friends despite the excellent service from the other departments.
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