from Hamilton, Bermuda
Submitted on 11-11-2016
This review has been pending since my departure and I'm glad I waited.
Okay so my family may not be used to the New York abrupt way of life, as we live in a country who is centered around hospitality and tourism.. It's quite different in this state. We totally get the whole professionalism thing, I actually have studied hotel management and I GET THE BIG PICTURE... Please the customer, hope the visitor to come back to your establishment, and tell others to visit, ect. My last visit to this h...
This review has been pending since my departure and I'm glad I waited.
Okay so my family may not be used to the New York abrupt way of life, as we live in a country who is centered around hospitality and tourism.. It's quite different in this state. We totally get the whole professionalism thing, I actually have studied hotel management and I GET THE BIG PICTURE... Please the customer, hope the visitor to come back to your establishment, and tell others to visit, ect. My last visit to this hotel actually did get me to come back. But I can't say that I would go back after my stay and experience with this hotel.
I booked this hotel as i was familiar with the area and everything we needed was in great proximity. We do not drive in the United States and this was perfect for us to get around via Uber / nearby train at an affordable price. We did a lot of traveling throughout NY during our stay and it was perfect when we wanted to be able to come back to a quiet area and rest for the next day.
The night before my flight, and check in I began to get skeptical if I should book this hotel. It seemed like my family wanted to be in the city and not so far out. I called to the hotel the query something regarding booking a suite, traveling from the airport to the hotel, just a few things so I can be sure of my choice before I got on my flight. The young man that assisted me, sealed the deal and I was happy to proceed. I travel by myself often and usually don't ask questions, just wing it but with others depending on me I needed to have that info on hand and filed for future reference. I explained to him the reason for all the questions, and he never made me feel like I was bothering him. He was friendly knowledgable, very welcoming and lastly he was professional. He set the bar and expectations for my stay. I was excited. I stay in resorts and hotels in my county as well as overseas, who provide much better services and products than this hotel, but still I was happy to be staying here just by this conversation. GREAT!!! If he stays in the hospitality field, I'm sure he will go far. And his company needs more staff like him. I believe his name starts with a Z. He should be commended.
I arrive the next day and check in. We had been up since 4 in the morning to catch our flight, and we just wanted to rest for a brief moment and head out for food. The checkin in process went okay, nothing special, no warm welcome. We returned to the hotel after visiting a nearby restaurant and the room smelled of cigarette smoke. We let it slide as we weren't sure. As the days went on every time we returned to our room the rooms was filled with cigarette smoke. We reported it to front desk, who couldn't track down the client who was smoking in the hotel which is 100% smoke free.
Bath towels had to be requested every single day at the front desk, sometimes late at night when we returned to the hotel. Which to me was really inconvenient, especially considering the stay was booked for FOUR guest. It should have been noted and they act accordingly in housekeeping. Only one day when I actually saw the housekeeping manager were there the additional towels / cloths put directly in the room. I asked one of the ladies how hard was it for them to fulfill the simple request of replenishing enough supplies, she said housekeeping would only do what was standard for a double occupancy room. Which to me is not correct. I've never stayed at a hotel with multiples, and been told that. Might I add that each time that we did go to the counter to ask, the staff would act like they were doing some kind of favor.
Room- I don't like that the sink is outside of the bathroom. But you get used to it.
Lobby- the amount of times I had to go to the lobby for towels I couldn't help but notice that there were always people talking in the lobby loud. One night there was even a guy in the lobby calling around on phones looking for narcotics.
- Sometimes you can also hear the bathrooms flushing in the rooms next door.
Moving right along, check out was smooth. We checked out going on 6:00 am to catch our early morning flight and it was smooth.
Moving on to today and and last night. Yes, two weeks later.
I called to get clarification on the charges that were processed as I have conflicting information. The staff member that took my call was so rude. He interpreted my call as if I was calling to ask about charges that were still being held on my card, when I corrected him he had a problem with that and started acting unprofessional. He was shouting at me, sighing in my ear, demanding I call and speak to his manager in the morning, and even hung up on me. I called back to tell him that I didn't appreciate it, and he said he never hung up on me. Well how else did it happen? I asked him if there was someone else that I can speak with he tells me no, and again demanded that I speak to a manger in the morning. He gave me a name of a manager, but the name he provided wasn't even a name there. Then all of a sudden, a female staff member can be heard in the background, and I hear him put the phone down and tell her he can't deal with this caller and asked her if she can take the call. Even if a customer is shouting at you, you never go into a shouting match with customers, you listen to them and try to assist them or reassure them that they will have their issue resolved. Give them the correct information, and when they ask for your name you should give it to them. Take responsibility. He shouldn't be in any kind of customer service role with a bad temper like that. He was talking to me like I was one of his little boys in the hood or something. Back to my initial comment, they are "different out here" some of these New York people are cut throat, blunt, abrupt, dismissive, and flip a switch on you real quick. As a tourist of this country, it is not a nice feeling.
The lady who helped me told me her name was Faith and she helped me the best way that she could. She gave me info that I can use to reference when I speak to the manager In the morning. I was still upset about her coworkers actions and she apologizes on behalf of him, as well as for the company. I felt better after dealing with her.
The next day, today I called after 8:00 am New York time. , and each time someone would give me another time that the manager would be in. Please let me add that I am truly frustrated as each time I call I am being charged at expensive international, rates per minute for these calls.
I call at a later time and twice transferred to the managers voicemail. I didn't leave a voicemail as some hotels / businesses in the US don't authorize staff to call international numbers. I would have grew more and more frustrated if my call had not been returned. I call back and tell the staff member that I wish to speak to the manager directly and don't want his voicemail. After 5 minutes or so the manager finally becomes available.
The manager comes on the phone... You can tell that he didn't want to deal with what whatever the issue was or that he was being interrupted from whatever he was doing prior. He Addresses me and proceeds to ask me for my name and the last digits of the card number. Asks me the reason for my call and I start to tell him, and then midway through explaining the problem I tell him about his staff member and his behavior towards me last night. He sort of dismisses that all together and tells me that "he will address that internally and that responsibility is on him, and that he would like to focus on addressing my billing query." I went on with the billing issue and addressed another thing that transpired the night before. Again he wanted to get back to to issue at hand. He request that I send the file that I had as a reference, and I did. He goes through the problem and explains, and if I had a stopped him between him explaining I was made like I committed a crime, and I was told that " me expressing my frustration is not going to help me resolve my "misunderstanding". " Who says that to a customer though??? As a manager that's your job to listen and put the customer at ease. Not make them look like they are wrong. Help them understand the issue, not make it like they are an issue.
Anyway he felt he explained the issue the best way that he could and states to me that "people have misunderstandings". At that point he wanted to get me off of the phone. If I said anything to him, he'd interject and I did the same to him.
I told him after all of this I would never think to stay at their hotel again, and he rudely says "you know what I think that would be best for both of us". I tried to tell him more about my reason for the call, and also his dismissive behavior led me to believe that my reason for calling was not a valid one. Like he is trying to be a 'know it all" and he interrupted me saying something along the lines like " haven't I helped you, so why are you still trying to talk about anything. I have answered your questions regarding your billing query, and so did my staff member." I continued to try and tell him how I felt about the hotel and the staff, my perception of the whole ordeal, why I had come to this hotel for the second time, and suddenly, noticed that the previous background noise on his line had been eliminated, and I stopped and asked why he put the call on mute. He says "whether the phone is on mute, speaker phone or whatever, I'm still here listening so go on. It's on mute because you're shouting and not listening." And he puts the phone back on mute. That was the last straw for me. My mom walked by and I tell her what he has done and I proceeded to talk to him and he says " you know what I'm going to end this call right here because this is foolishness. AGAIN YOU DO NOT TALK TO CUSTOMERS THIS WAY, ESPECIALLY A MANAGER. Before he hangs up I ask him for his manager as I am infuriated and I told him that I want to speak to a corporate staff member , he proceeds to tell me the number in a smart manner , and says they will direct you to someone. He wishes me a "good weekend, as he has things to do, and hangs up the phone". I truly believe the staff need training on how to deal with their customers, as customer are the biggest asset of any business.
So much more can be said about this bad experience and the way I was handled, the
diploarable things that were said to me. I truly feel this looooooong review still doesn't cover it or truly.
If this is the kind of people that you like to deal with when visiting the US, or any hotel in the world. Go here. I'm a young black business professional, proudly working for a great company who services hotels and restaurants in my country, who loves to travel and shop. I can say by far this was one of my worst experiences in my travel journey.
What would have been a great review with those little minor issues discussed
, has turned into a full on bad review. I'll take some time to speak to corporate offices some time this week and discuss this further. But for now I'm warning other travelers to steer clear of this ghetto place. I did a lot of shopping while out there, we arrived with 3 carry on duffle bags and left with seven suitcases plus our carry ons, and pumped my hard earned money into the US economy which could have been spent in my own country.
Without customers, you don't have a job to go to, or a business to run. REMEMBER THAT!!