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Richie S
Worst stay in a very very long time
凤凰城钱德勒/时装中心万怡酒店的点评
点评：This was the worst stay I’ve had in Phoenix metro area. I have stayed at 63 different hotels in the Phoenix metro area in the last year, and though there’s other bad hotels out here, this one feels deliberate in its intention.
There are some obvious staffing issues at this facility, with the exception of front desk Bob who was very professional and comes across as very experienced.
My issue was a simple one really, one that most hotels would never stoop to. (Disclaimer, I am a Marriott employee, and as a manager myself am afforded discounted room stays) we had a small house fire 2 years ago that put us in hotels ( I was with Hilton group then but same deal there) for a month or so. As I result I started my blog which I can not advertise here but I reach thousands of Marriott guests 3 times a week writing reviews of area hotels. I will stay at 3 different hotels a week because I have 2 jobs and 1 overnight 4 days a week. I don’t bother renting an apartment or house for the moment this is much cheaper and no upkeep. I know everything about the hotel business. I’ve been a general manager of the knickerbocker in Chicago in the 90’s and have held every single position possible over the last nearly 40 years in this business. So when I say I know what is supposed to happen at the front of the house and the back of the house you can count on my professional accuracy.
So I was really disappointed with this hotel’s extremely unprofessional approach to what I viewed as a “customer comes last” policy.
Like I said, the issue would have been a nonissue at every other major Marriott in the area ( granted this is a tiny hotel, they still should follow our standards) but I checked in early and front desk Brandon insisted I pay double for the discounted room. No other hotel would have even brought up the early check-in and I check in to my hotel every time at the same time of day. Brandon said he wouldn’t budge. I was even kind enough to explain “you can ask a guest to double pay but we usually only reserve that policy for situations where granting the guest the courtesy of early check-in will cost the hotel. But since this is a vacant ready room and the hotel will not be able to sell the room prior to check in we always accommodate the guests needs, because it costs nothing of the hotel”. Brandon looked at my like I had two heads. He clearly didn’t understand this simple principle followed by all the rest of us. But I paid it because I would be charged anyway for late cancellation. I figured the next day (‘Monday) I’ll explain to the manager and get my money back. HA. Lol. I was sadly mistaken there. Thomas Munoz the manger of the hotel, doubled down Brandon’s view of telling me how many hours before regular check in it was and that because of that “he had to charge me”. I said ok but...then I repeated the economics lesson I was kind enough to share with his front desk associate. I got the same blank stare. Funny thing is I know that these 2 guys would be shoving their “manager” positions in your face if the tables were turned. It so happens that we are familiar with ownership of this establishment and reached out to them to let them know that they are in desperate need of some sort of leader or manager onsite. I suggest front desk Bob. Bob would have got it right. Bob would have given me my key and said enjoy your stay. And I probably would have.
There are some obvious staffing issues at this facility, with the exception of front desk Bob who was very professional and comes across as very experienced.
My issue was a simple one really, one that most hotels would never stoop to. (Disclaimer, I am a Marriott employee, and as a manager myself am afforded discounted room stays) we had a small house fire 2 years ago that put us in hotels ( I was with Hilton group then but same deal there) for a month or so. As I result I started my blog which I can not advertise here but I reach thousands of Marriott guests 3 times a week writing reviews of area hotels. I will stay at 3 different hotels a week because I have 2 jobs and 1 overnight 4 days a week. I don’t bother renting an apartment or house for the moment this is much cheaper and no upkeep. I know everything about the hotel business. I’ve been a general manager of the knickerbocker in Chicago in the 90’s and have held every single position possible over the last nearly 40 years in this business. So when I say I know what is supposed to happen at the front of the house and the back of the house you can count on my professional accuracy.
So I was really disappointed with this hotel’s extremely unprofessional approach to what I viewed as a “customer comes last” policy.
Like I said, the issue would have been a nonissue at every other major Marriott in the area ( granted this is a tiny hotel, they still should follow our standards) but I checked in early and front desk Brandon insisted I pay double for the discounted room. No other hotel would have even brought up the early check-in and I check in to my hotel every time at the same time of day. Brandon said he wouldn’t budge. I was even kind enough to explain “you can ask a guest to double pay but we usually only reserve that policy for situations where granting the guest the courtesy of early check-in will cost the hotel. But since this is a vacant ready room and the hotel will not be able to sell the room prior to check in we always accommodate the guests needs, because it costs nothing of the hotel”. Brandon looked at my like I had two heads. He clearly didn’t understand this simple principle followed by all the rest of us. But I paid it because I would be charged anyway for late cancellation. I figured the next day (‘Monday) I’ll explain to the manager and get my money back. HA. Lol. I was sadly mistaken there. Thomas Munoz the manger of the hotel, doubled down Brandon’s view of telling me how many hours before regular check in it was and that because of that “he had to charge me”. I said ok but...then I repeated the economics lesson I was kind enough to share with his front desk associate. I got the same blank stare. Funny thing is I know that these 2 guys would be shoving their “manager” positions in your face if the tables were turned. It so happens that we are familiar with ownership of this establishment and reached out to them to let them know that they are in desperate need of some sort of leader or manager onsite. I suggest front desk Bob. Bob would have got it right. Bob would have given me my key and said enjoy your stay. And I probably would have.
翻译：这是我在凤凰城地区住过的最糟糕的住宿。去年我在凤凰城地铁区住过 63 家不同的酒店，虽然这里还有其他糟糕的酒店，但这家感觉是故意的。
该设施存在一些明显的人员配备问题，但前台鲍勃除外，他非常专业并且经验丰富。
我的问题真的很简单，大多数酒店都不会屈服于此。 （免责声明，我是万豪的员工，作为一名经理，我自己可以享受打折的住宿）我们 2 年前发生了一场小房子火灾，这让我们在酒店（当时我在希尔顿集团工作，但那里有同样的交易）一个月或所以。因此，我开始了我的博客，我不能在这里做广告，但我每周 3 次接触到成千上万的万豪客人，写地区酒店的评论。我每周会住在 3 家不同的酒店，因为我有 2 份工作和 1 个过夜，每周 4 天。我暂时不想租公寓或房子，因为这要便宜得多，而且不需要维护。我对酒店业务了如指掌。上世纪 90 年代，我一直是芝加哥灯笼裤店的总经理，在过去近 40 年的时间里，我在这个行业担任过每一个可能的职位。所以当我说我知道房子前面和房子后面应该发生什么时，你可以相信我的专业准确性。
所以我对这家酒店极其不专业的做法感到非常失望，我认为这是“客户至上”的政策。
就像我说的那样，这个问题在该地区的所有其他主要万豪酒店都不是问题（虽然这是一家小酒店，他们仍然应该遵循我们的标准）但我提前入住，前台布兰登坚持要我支付双倍的折扣房间。没有其他酒店甚至会提早入住，而我每次都在一天的同一时间入住我的酒店。布兰登说他不会让步。我什至很友好地解释说“你可以要求客人双倍付款，但我们通常只在允许客人提前入住的情况下保留酒店的费用。但由于这是一间空置的现成房间，而且酒店无法在入住前出售房间，我们始终会满足客人的需求，因为这不需要酒店任何费用。”布兰登看着我，就像我有两个脑袋一样。他显然不明白我们所有人都遵循的这个简单原则。但我付了钱，因为无论如何我都会因延迟取消而被收取费用。我想第二天（“星期一”）我会向经理解释并取回我的钱。哈。哈哈。可悲的是，我在那里错了。酒店经理托马斯·穆尼奥斯 (Thomas Munoz) 重复了布兰登的观点，即告诉我提前多少小时才能正常入住，因此“他不得不向我收费”。我说可以，但是...然后我重复了经济学课，我很乐意与他的前台助理分享。我得到了同样的空白凝视。有趣的是，我知道如果形势逆转，这两个家伙会把他们的“经理”职位当面推到你面前。碰巧我们熟悉这家机构的所有权，并与他们联系，让他们知道他们迫切需要现场的某种领导或经理。我建议前台鲍勃。鲍勃会做对的。鲍勃会把我的钥匙给了我，并说祝你住宿愉快。我可能会。
该设施存在一些明显的人员配备问题，但前台鲍勃除外，他非常专业并且经验丰富。
我的问题真的很简单，大多数酒店都不会屈服于此。 （免责声明，我是万豪的员工，作为一名经理，我自己可以享受打折的住宿）我们 2 年前发生了一场小房子火灾，这让我们在酒店（当时我在希尔顿集团工作，但那里有同样的交易）一个月或所以。因此，我开始了我的博客，我不能在这里做广告，但我每周 3 次接触到成千上万的万豪客人，写地区酒店的评论。我每周会住在 3 家不同的酒店，因为我有 2 份工作和 1 个过夜，每周 4 天。我暂时不想租公寓或房子，因为这要便宜得多，而且不需要维护。我对酒店业务了如指掌。上世纪 90 年代，我一直是芝加哥灯笼裤店的总经理，在过去近 40 年的时间里，我在这个行业担任过每一个可能的职位。所以当我说我知道房子前面和房子后面应该发生什么时，你可以相信我的专业准确性。
所以我对这家酒店极其不专业的做法感到非常失望，我认为这是“客户至上”的政策。
就像我说的那样，这个问题在该地区的所有其他主要万豪酒店都不是问题（虽然这是一家小酒店，他们仍然应该遵循我们的标准）但我提前入住，前台布兰登坚持要我支付双倍的折扣房间。没有其他酒店甚至会提早入住，而我每次都在一天的同一时间入住我的酒店。布兰登说他不会让步。我什至很友好地解释说“你可以要求客人双倍付款，但我们通常只在允许客人提前入住的情况下保留酒店的费用。但由于这是一间空置的现成房间，而且酒店无法在入住前出售房间，我们始终会满足客人的需求，因为这不需要酒店任何费用。”布兰登看着我，就像我有两个脑袋一样。他显然不明白我们所有人都遵循的这个简单原则。但我付了钱，因为无论如何我都会因延迟取消而被收取费用。我想第二天（“星期一”）我会向经理解释并取回我的钱。哈。哈哈。可悲的是，我在那里错了。酒店经理托马斯·穆尼奥斯 (Thomas Munoz) 重复了布兰登的观点，即告诉我提前多少小时才能正常入住，因此“他不得不向我收费”。我说可以，但是...然后我重复了经济学课，我很乐意与他的前台助理分享。我得到了同样的空白凝视。有趣的是，我知道如果形势逆转，这两个家伙会把他们的“经理”职位当面推到你面前。碰巧我们熟悉这家机构的所有权，并与他们联系，让他们知道他们迫切需要现场的某种领导或经理。我建议前台鲍勃。鲍勃会做对的。鲍勃会把我的钥匙给了我，并说祝你住宿愉快。我可能会。
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