Lousy check in and missing breakfast. Staff either lacks motivation or
permission to make things right.
Our arrival, resulting from a storm on the my hood pass, from which we
were turned back and had to backtrack 40 miles, was immediately greeted
with the deal agent volunteering that he probably didn't have out
resetvation yet. Having not even checked, he assumed that a booking.com
reservation would be problematic. And it was. Thanks to the fact that
the staff is evidently under the impression that the hotel has the
option of refusing a reservation after it is booked and paid for. He
found the printout of our reservation, on which was clearly printed
"4 adults I. 2 queen room" and said he "couldn't
accept the reservation at that rate." He said that three more
times, with our pointing out that he didn't really have a choice,
since the room was reserved, and the rate already guaranteed. He wanted
to charge us an extra $20 for being a group of four adults, rather than
two. It didn't seem to compute that the receipt printed out in front
of him was all the permission he needed. So he called his supervisor, at
our insistence, and only then agreed to honor the rate.
Also, breakfast in the morning was missing the yogurt, butter, and cream cheese, because they were "expecting a delivery, but it hasn't arrived." In the first place, why is your stock so low that a day's delay leaves you completely cleaned out at breakfast? Was this totally unexpected? And, if your delivery fails in the middle of a bustling city, why are there no arrangements made to purchase the needed items locally, rather than delivering another "tough luck" to your guests?