I booked this room for 2 nights for my guests who came from Europe and I was hosting them. Saw reviews on trip.com and seems decent enough, otherwise could get another hotel for the same or some for less.
Took guest to the room and before entering there was some mess in the hallway on the carpet but ignored it. Next morning spoke to guest and they had a bad night as their AC wasn’t working and the room given was next to where all the exhaust for the other ACs were. So it was hot around the room and the AC won’t work. When asked by the guest at reception they initially said we can’t do anything and then ended up giving them a room AC that had hot air release from the back. So pointless having that AC in a closed room. The next morning I was told by the guest and when I spoke to the manager, he didn’t straightaway apologise even though he knew what happened, rather asking me how can I help. I wasn’t impressed with his gesture so spoke nicely and he ended up saying we can’t only give you 50% discount. I did accept that but my question is? Did you know that my guests experience was ruined and you couldn’t solve it for that night. Hotels should always have an extra emergency room available, as if anything happens they should be able to accommodate their guests.
Plus how could you not check the room that is right next to the hot air exhausts, so you make sure those guests staying in that specific room are comfortable?
They compensate us now or they don’t, the experience of the guest has been awful, and the reason is not that AC was not working but, the staff didn’t do enough to make them feel comfortable.
