I had planned this trip for over a year as I was coming from the Phillippians to see my first grandchild and for my son's wedding. I had been in communication with a front desk agent who was a breathe of fresh air. The 4 times I spoke with Lisa she assured and brought peace to any questions or concerns I may have. Last month we arrived for our trip and was elated that at check-in I was able to finally meet this woman whom had assisted us. The hotel was nice, clean, and very reasonably priced. Upon check in Lisa upgraded my room free of charge because we are diamond status choice Member. Our stay was for one week and after our initial check in which was exceptional the days to follow customer service plummeted tremendously and was frustrating to say the least. Usually our contact was early evenings with a elderly woman (Sharon, sady, sandra) or man with a middle eastern accent who knows it all I believe ashford. From not receiving wake up calls, to room change, to no towels, no housekeeping, rude rude rude with unattentiveness, contact with evening staff clearly changed my perception of the hotel as a whole
Upon check out I expressed my concerns will a jolly front desk or asst manager Joel. He immediately was remorseful and attempted to cater to lack of positive experience. Overall nice hotel but clearly you have...I had planned this trip for over a year as I was coming from the Phillippians to see my first grandchild and for my son's wedding. I had been in communication with a front desk agent who was a breathe of fresh air. The 4 times I spoke with Lisa she assured and brought peace to any questions or concerns I may have. Last month we arrived for our trip and was elated that at check-in I was able to finally meet this woman whom had assisted us. The hotel was nice, clean, and very reasonably priced. Upon check in Lisa upgraded my room free of charge because we are diamond status choice Member. Our stay was for one week and after our initial check in which was exceptional the days to follow customer service plummeted tremendously and was frustrating to say the least. Usually our contact was early evenings with a elderly woman (Sharon, sady, sandra) or man with a middle eastern accent who knows it all I believe ashford. From not receiving wake up calls, to room change, to no towels, no housekeeping, rude rude rude with unattentiveness, contact with evening staff clearly changed my perception of the hotel as a whole
Upon check out I expressed my concerns will a jolly front desk or asst manager Joel. He immediately was remorseful and attempted to cater to lack of positive experience. Overall nice hotel but clearly you have 2 staff that go the distance for great customer relations and 2 that could give a care less. The night lady from my own county was even worse. I don't know how they they hired those 3. If you check in ask for Joel or Lisa. They have the heart of the general manager and establishment. The general manager was a tremendous help. Otherwise I would never come backMore
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