We've been great fans of the hotel since its in our building, and can get to via just an elevator ride. Tremendous views, nice but not great rooms.
This week however, was a keystone kops comedy of errors that make me question our putting colleagues and customers here.
Woke up Friday morning to take a shower; no water. Called down to front desk, where was I told I was "in the wrong room" ( OK??) and immediately switched to a manager.
Manager also started with brief apology, but then also told me i was in the wrong room, and didnt I get a note under the door informing me of this problem (not sure what a note would do in terms of my actually getting a shower) . Asked if I would like a different room. You think? I really didnt want a different room, I wanted a shower!
Bellman brings a key up (promptly) says here, and walks away. No apology for the problem, no offer to carry my bags to new room. Handed off the key and ran.
Get to the new room, and its a handicap shower, so great water at chest level.
OK, so that's my experience. Then talking to customers visiting for a class, they had the same story of being told in wrong rooms, having no showers.etc. Turns out the hotel is turning water from 7 am to 3 pm to accommodate some work. Lets see, what time do most people take showers, brush teeth, etc? Maybe 6 to 8am? How about turning off water from 9 to 4, or some other more appropriate time?
Epic fail in planning for customer experience, made worse by attitude by management and staff that this is just the way it is. In decades of traveling, this is by far the worst hotel experience Ive seen, and since it impacts our customers, we'll be looking at other options.
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