1 Dan Saul Knight - 3 months ago
Did not honor reservations. Website stated clearly that the club opens at 20:00. I made the reservation over the phone for that time for twelve people and it was accepted. 20:00, twelve people. Great. I organized the event for 20:00. People began to arrive, and it was at this time that we encountered a locked door. We were informed that in fact the club opens at 22:00. This information was never relayed to me by phone or email despite making the reservation and giving my information and despite this being a five star hotel - I cannot stress this part enough, as it makes everything that happened that much more frustrating and disappointing.
The staff at the hotel acknowledged that yes, in fact they did screw up. How did they choose to accommodate us under these circumstances? "Why don't you go down the street and try to find a place that's open and come back at 22:00." Of course the hotel had other establishments - bars and restaurants - but they made no effort to accommodate us. We were told to go in person and request a table (no effort to call them first and explain our situation or save us the time of wandering around), and of course after traveling around the hotel, none of these places would take us on such short notice. Just awful service all around, and especially given that this is a five star hotel. We ended up wandering for two hours, and many people simply did not return for the performance at the jazz club that we had been looking forward to attending.
How could such a venerable establishment have such poor website maintenance and such poor customer service, both in terms of managing reservations, but also in terms of treating guests?
