4/10 Fair
May 8, 2024
Good stay but very unprofessional service
We had a very unpleasant experience at checkout at this hotel. We contacted the hotel afterwards but they never replied. When we contacted Wyndham about the incident, they just replied that the hotel is a franchise so it is not their problem.
We had a lot of luggage to carry to the train station so took a couple of suitcases out first and told the reception that we will be back in 10min. The room was paid the night before mentioning our early departure. The checkout staff said it is impossible to leave luggage in the room and refused to let us go, immediately accusing us that we may not come back and stealing something. It was the worst we ever faced in a hotel where guests are treated as thieves. The tone was very aggressive. He was quite adamant about the procedures and we obliged as we had no time to spare so brought all our luggage down. He took the room number whilst we left to drop the first luggage. We anticipated that he will do something in spite when we are away.
When back to get rest of luggage, he slammed the bill and said a churchkela is missing as he sent room service to check the room. I immediately understood that it was a setup so refused to pay and he finally gave in. After such a lovely stay where we gave a 5* review in the room feedback card, we faced this behaviour from one staff which gave us anxiety whilst we had to catch a train. Check in staff were courteous so we wouldn't mark the hotel down as it was very good stay otherwise.
Michael
Michael, 1-night trip
Verified Hotels.com guest review
