I arrived after 24 hours travel, with a prepaid voucher for a double room. I was tired and just wanted to unpack and get clean.
Although I thought the room was small and barely big enough to accommodate two people, I didn’t think too much of it. It was only after taking my shower and noticing that there was only one towel, that I realised I had been downgraded to a Standard Single Room.
There isn’t a huge difference but the double room is a little larger with better room facilities.
When I returned to reception to query why I had been allocated a single room, I was treated disrespectfully and with hostility by the Reception staff, as if I should just shut up and stop complaining. Eventually they found a double room for me but did not apologise for having tried to cheat me or to offer to assist me in moving my belongings to the new room.
The next morning I asked to speak to the General Manager to give her the opportunity to respond to my concerns and to put things right. Her response shocked me. Even when I said that I had identified the initial room, from her own hotel’s website, as a single room, she insisted that it was a double.
I explained that I was not going to argue about it and only wanted to provide her with the opportunity to resolve my dissatisfaction at the treatment both initially and subsequently by Reception staff. Her response? “If you want to move to another hotel, that’s fine”.
Well at least I am now clear about how high customer satisfaction is on her list of priorities! Shame, because it’s well located and although a bit dated, reasonably comfortable. Would I stay here again or recommend it? Not now.
