06. June 2017
We have made the booking of a room few months before arrival. In the week of arrival I wanted to confirm the reservation, but the person at the reception answered my e-mail not helping much. She said that the hotel doesn't have free rooms in that term and that we should come another day. I was truly disappointed, as this person didn't ask any questions e.g. asking about the booking number, which we lated shown. A day before arrival I still didn't know whether the hotel accepted or rejected our prior booking. I wrote an e-mail to the reception requesting the final confirmation via phone call within 2 hours. The hotel read the message but didn't call me, disappointing me once more. I have called the reception and the man at the reception shortly confirmed "ok ". When I complained him about the tardiness he apologized me for the first time, claiming that he was too busy and didn't have any time to call the customer in need; as if it was normal to inform or inform not the guest about the reservation just 20 hours before arrival.
The rest of the stay was fine. I definitely lack the sense of being taken care of by the reception man at the desk. He could have shown more understanding and reacted quicker to the needs of the customer.
Now, taken all things into consideration, I must admit that I will not recommend your hotel, because from my experience I've learned that a customer will simply not receive any help when needed.
I hope my submitted opinion will help you to take actions and improve customer service in your hotel.
Because the greatest value of each hotel,is not it's fancy building or wall decorations, but the people : the personnel, the well-trained and always helpful to the customer.