4/10 Fair
17 December 2024
Disappointing experience with staff and hotel
Upon arriving at the hotel, I immediately noticed that a front desk agent was in an argument with a customer, which created an awkward atmosphere. We arrived early, so our room wasn't ready yet. We checked in our luggage and were informed that we would be notified later when the room became available. We then headed off to Disneyland.
When we returned to the hotel at midnight, the front desk provided me with my key and a map, but there was no receipt or review of our reservation. Upon entering our room, we discovered that it had only one bed, despite my reservation being for a Deluxe room with two queen beds.
I went back to the front desk and said, “Hi, you gave us the wrong room.” The agent replied, “I didn’t give you the wrong room. I gave you what was in the computer. That’s your fault for using a third party to reserve your room.” I chose to ignore his remark, and he proceeded to offer us the only available room. He mentioned that we could switch rooms in the morning, but we were planning to leave at 7 AM and wouldn’t return until midnight.
The front desk staff was rude, defensive, and unprofessional. Since I work in customer service, I had to use my experience to calm him down to avoid escalating the situation. Additionally, the room had a musty odor, and when we turned on the shower, the pipes made horrible noises. I tried to call the front desk from the room, but the phone cord came loose and I was disconnected.
I was very disappointed with the experience, and now
Susana
Susana, 2-night family trip
Verified Hotels.com guest review