A nightmare. Follow the story because it makes you think about the importance of the relationship between human beings even before the hotel --》
Travel for work in accommodation facilities of every category. I am an Expert Traveler and a simple person: I only ask for cleanliness, quietness, a decent internet connection and kindness (= the basics). I am not interested in formalities and frills; I tend never to complain to the point that, in restaurants, I also eat excessively salty dishes so as not to annoy the staff or seem disrespectful.
I arrive at the Hotel Universo on Sunday 8 September for a conference. At Reservation I had asked to reserve a quiet room since the structure is obsolete and non-soundproof. Upon arrival I am directed to a room carved around the central cavedio of the building that houses for its entire length the extractor hood of a restaurant (I let you imagine). The view consisted of earthenware pots scattered full of stagnant water. In the air a stale smell of closed. The internet connection was totally inefficient and the thickness of the walls prevented access to the web via the mobile telephone network. I overlook the many other problems (the Hostel-like bathroom, the presence of crumbs by the bed and the water residues in the fridge belonging to the previous occupant). To the concierge on duty, who will then qualify as manager, I ask - not without hesitation - that my room be replaced. He gently reassures me, promising that if the noise of the hood did not cease in the night, he would see to it. Easy to imagine that the famous extractor hood has never been switched off. Following a hellish night, the next morning, I confirm to the same person the desire to be transferred to a different Accommodation. In this case, however, the supposed manager, anything but kind or proactive, began to use mocking, sarcastic, sufficient and annoying language, ironic (without real irony) that I was complaining unnecessarily. I said I felt embarrassed for him. Surreal that the employee of a company, especially in a senior role, talks in this way with a customer. It would have been even if I had been really quibbling and was complaining about negligible little things, like the color of the walls or the scratches on the (poor) laminate.
If I had been promptly helped in my needs with EDUCATION, the one I reserve and claim, I would have left a very positive review because inconveniences are always possible and I appreciate professionalism in solving problems.
Instead, I find myself recounting the most humanely disgusting receptive experience of life and the one in which I witnessed the least professional behavior possible by a person in charge of the public. Pitiful. Painful. Uncommentable.
The manager still replaced the room (and I would like to see) but in any case I preferred to stay in a (real) alternative hospitality facility.
The hotel is centrally located, probably among the few requirements to maintain the third star. It is the classic tourist hotel, where it is unlikely to think about the loyalty of national customers unless a thorough maintenance and re-education of management.
PS. I would like to point out that I work in an agency that organizes events internationally, already a client of the structure, with reservations for several days on multiple rooms and at very cheap prices. It seems clear to me that we will never consider this opportunity again for our stays in the city and I personally strongly advise against doing so.
