"I have never in all my life been spoken to so awfully by someone at a check-in desk at a hotel.
I recently stayed here on business with a few work colleagues after booking online. I had originally booked using a holding card for all three rooms, and received confirmation emails that said full payment will be taken upon check-out.
We had all needed to check in at different times, so I purposely added each colleague's names onto their rooms for ease. I was the first to check-in and was told that a pre-authorisation was needed for my room on my card, which was absolutely fine.
While I was out that evening, my other colleagues had checked in and were told that it was payment upon check-in (after I had two emails saying it was on check-out, and my check-in earlier that day was just a pre-authorisation).
The mix up with payments, as frustrating as it was, isn't the reason for the negative review however. My colleague and I came to the desk to figure out what was going on, as he was told something completely different by a female working behind the desk the evening before, who was still there as we went over. As I tried to explain that I had emails saying it was payment on check-out and the guys behind the desk (also in front of me at this moment) had said it was just a pre-authorisation, she began talking over me saying I was wrong and that she doesn't care what my emails say as what she'd said was right. She continued this way so I ignored her and spoke to the lovely guys (one being the manager Tim) behind the desk instead to move all room payments onto the one card. As we were sorting this, the short woman with short black hair behind the desk was clearly saying derogatory comments to the girl next to her in another language, making me feel really uncomfortable.
As we finished changing the card details, I said I'd send across the emails I received about payment to show the confusion, and I gestured to her that I'd send them for her to see too since she didn't believe me. She then shouted 'no you won't I don't need to see those'. To which I replied 'well yes you do as you're saying we're wrong'. She continued to pull faces and be aggressive, so I asked for her name from the gentlemen, who refused as she was stood next to them. I then asked her for her name because I said she'd been incredibly rude, to which she refused and shouted 'you don't need to know my name'. I have never in all my life been spoken to so horrendously at a hotel check-in, and I certainly won't be back there again.
The lovely manager Tim did come over at breakfast to apologise for the incident and offer our coffees to be taken off the bill, as that's all he was able to action. A nice gesture, however a coffee doesn't make up for the way in which a front desk worker was enabled and allowed to speak to a guest like that; when I was trying to explain an issue that I could show on email! An awful start to a long busy day at work we were due to have, which should have started relaxing.
The hotel itself is great and the majority of staff were really lovely otherwise this would have been 1 star; I'm still shocked that no one stepped in to remove her from the desk or diffuse her attitude."
