I travel frequently for business, and while I am not a difficult person, I do expect a minimum level of knowledge from members of staff, good customer service, and problem-solving skills that make you, as a customer, feel valued.
The staff member processing my check-in was not properly trained for that position. I travelled from the UK to attend SIAL Paris and arrived at the hotel around 7pm, only to discover that I wasn’t even in their system. After about five minutes of looking at the computer screen, the staff member finally realised that my booking was, in fact, on the system. He then gave me my room number (204) and an electronic key.
When I went to my room, I was unable to open the door. After trying three times to ensure I was using the key correctly, I returned to reception to explain the situation. I had to wait 10 minutes as he was serving a new customer, and no one else was available to assist. After the wait, he gave me a new key, scanned it again, and I returned to my room, only to find the door still wouldn’t open.
I went back to reception and waited another 15 minutes, as he was again assisting another customer. When he finally attended to me, he asked if I was sure I was using the key correctly, making me feel as though I was at fault. I invited him to come and show me how to open the door. We went upstairs together, and the door still wouldn’t open.
After 30 minutes, he finally changed my room but did so without offering any apology.
