from alicante, Spain
Submitted on 29-08-2016
just back from our annual trip to Costa Rica.
we have stayed at the Radisson several times and while not impressed it was a satisfactory stop-over. Last year however we had a bad experience with the hotel, namely the room hadn't been cleaned before we checked in and there were used tissues and suitcase labels on the floor. when we put this on 'trip advisor' we received a message from the management telling us that they were very sorry for the error and explained that it was due to the r...
just back from our annual trip to Costa Rica.
we have stayed at the Radisson several times and while not impressed it was a satisfactory stop-over. Last year however we had a bad experience with the hotel, namely the room hadn't been cleaned before we checked in and there were used tissues and suitcase labels on the floor. when we put this on 'trip advisor' we received a message from the management telling us that they were very sorry for the error and explained that it was due to the refurbishing process that was taking place in the hotel. The reply ended with the promise that if we retuned to the Radisson again, they would ensure that we had a 'refurbished room, so we could see the difference they had made.
I was in a service industry before I retired, so , I knew a little about how change can affect service level.
this year we planned to spend our first night in Costa Rica at the Radisson, then travel around the country and then spend our last three nights back at the Radisson, so that we could visit the local attractions that we have missed over the last five years we have been in San Jose. We phone the hotel from home to book our day trips and the told us they had a parner company that we could book through and we could pay for our trips on our arrival at the hotel, so we took advantage of this offer.
Our fist night on arrival was faultless, when we were shown to our room it was a carbon copy of the rooms we had been given in the past, when we asked the bell-boy about the re-furbished rooms he shrugged and walked away, the next morning was chaotic and we did not have time to inquire about the promised room.
on our return to the Radisson a fortnight later
, when we inquired about our day trips for the next two dayswe were met with indifference and shrugs, no help was offered other than " if they don't turn up tomorrow, let me know". we checked with them at five thirty the next morning and the front desk didn't have a clue what we were talking about, As luck would have it the company we had contacted turned up at six O'clock and the day was fantastic.
on our retun to the hotel we again asked if the following days tour had been confirmed, same shrug, same I don't care attitude. we thought that as the tour company had turned up once, they just might turn up again, so we went to out room.
when we got to the room we decided to have a shower to remove the 'jungle' sweat, but no flannels in the room, and only one towel. we phoned the front desk to ask for towels and a flannel, the grunted and put the phone down. while I was waiting I decided to open the bottle of red wine I had purchased during the tour... No bottle opener in the room. I phone the front desk to be told that I had to phone the 'house-keeping department fro a bottle opener.so I did. someone picked up the phone when I asked for house keeping, the phone was hung up. This happened twice more... At this pint I went to the front desk to make a formal complaint.
At the desk I asked for a manager," they have all gone , they'll be back tomorrow morning , with that he turned to the person behind me. at this point I said Not Good Enough!.I then stood in front of the desk clerk and told him everything that had occurred in my short stay including the fact that they supplied complimentary coffee but only one cup in a double room I then said that that morning no coffee and no cups had been left, I also inquired as to why the bins in the room had not been emptied. . He looked at the queue behind me and said, " we will try to sort this out"and walked away from the desk, I waited but he didn't return, I went back to my room. Hose keeping eventually turned up with a flannel but no towels, the girl could not apologize enough and she ran to get some towels, when she returned I asked if she had a bottle opener, I then had to explain what I wanted, once again she ran away and came back with the opener. At least she was trying to do the right thing as quickly as she could.
fifteen minute later there was a knock on the door, I put down my glass of wine and answered the door, it was the girl from house-keeping, she asked if I had finished with the opener as the bar-man needed it.. An international hotel with only one bottle opener???
when I asked for a manager I was informed that they were busy.I never got a reply as to why the 'refurbished' room was never offered to me, no apology for the problems caused, . by the staff on the front desk.
So after five years of staying at the Radisson, I have to report that I will never book there again, and would not recommend the hotel to anyone .
HOWEVER, there are people who work at the Radisson who are trying to give the service that clients are paying for;
in the restaurant 'Rina' is a gem she is always happy and will go out of her way to provide good service. As would most of her compatriots.
It would appear that there is a management problem with the hotel and until someone in authyority sorts this out, the Radisson brand will suffer.