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Customer service lacking
SpringHill Suites by Marriott Allentown Bethlehem/Center Valley的点评
点评：I had to stay here for a softball tournament- stay to play arrangement.
I just checked out of your and wanted to share some feedback regarding my experience. Due to an oversight, I failed to update my reservation to check out after 3 nights instead of 4. When I approached the front desk to explain the situation, I understood and accepted that, per your policy, the reservation could not be modified.
However, what was disappointing was the tone and attitude of the staff during our interaction. There was a clear lack of professionalism in how the situation was handled. Mistakes happen, and I was hopeful for an exception —but failed to get a respectful, understanding response. When asked about an early checkout - the front desk lady laughed in my face and said “I can’t keep you here but am going to charge you for the extra night”.
I also spoke to traveling teams travel agency and they mentioned they tried to call your hotel as well and they said generally hotels will accommodate the early departure with no cancellation fee but this hotel was not interested in customer service and would not.
Customer service plays a major role in the overall guest experience, and unfortunately, this interaction left a negative impression. I hope this feedback can be used constructively to ensure future guests are treated with more courtesy, even when exceptions policies cannot be made.
I just checked out of your and wanted to share some feedback regarding my experience. Due to an oversight, I failed to update my reservation to check out after 3 nights instead of 4. When I approached the front desk to explain the situation, I understood and accepted that, per your policy, the reservation could not be modified.
However, what was disappointing was the tone and attitude of the staff during our interaction. There was a clear lack of professionalism in how the situation was handled. Mistakes happen, and I was hopeful for an exception —but failed to get a respectful, understanding response. When asked about an early checkout - the front desk lady laughed in my face and said “I can’t keep you here but am going to charge you for the extra night”.
I also spoke to traveling teams travel agency and they mentioned they tried to call your hotel as well and they said generally hotels will accommodate the early departure with no cancellation fee but this hotel was not interested in customer service and would not.
Customer service plays a major role in the overall guest experience, and unfortunately, this interaction left a negative impression. I hope this feedback can be used constructively to ensure future guests are treated with more courtesy, even when exceptions policies cannot be made.
翻译：我因为参加垒球锦标赛而不得不入住这里——住宿安排是“待到比赛结束”。
我刚刚退房，想分享一些入住体验的反馈。由于疏忽，我没有更新预订，没有将入住时间从4晚改为3晚。当我联系前台解释情况时，我理解并接受了根据你们的政策，预订无法更改。
然而，令人失望的是工作人员在我们沟通时的语气和态度。他们处理此事的方式明显缺乏专业性。错误难免发生，我原本希望破例——但却没有得到尊重和理解的回应。当我被问到是否可以提前退房时，前台小姐当着我的面笑着说：“我不能让你留在这里，但我会额外收取一晚的费用。”
我还联系了旅行团的旅行社，他们提到他们也尝试给你们酒店打电话，对方表示通常情况下，酒店会安排提前退房，并且不收取取消费，但这家酒店对客户服务不感兴趣，所以不会这么做。
客户服务在整体宾客体验中扮演着重要的角色，但很遗憾，这次互动留下了负面印象。我希望这些反馈能够得到建设性的运用，确保未来即使无法制定例外政策，也能更好地对待宾客。
我刚刚退房，想分享一些入住体验的反馈。由于疏忽，我没有更新预订，没有将入住时间从4晚改为3晚。当我联系前台解释情况时，我理解并接受了根据你们的政策，预订无法更改。
然而，令人失望的是工作人员在我们沟通时的语气和态度。他们处理此事的方式明显缺乏专业性。错误难免发生，我原本希望破例——但却没有得到尊重和理解的回应。当我被问到是否可以提前退房时，前台小姐当着我的面笑着说：“我不能让你留在这里，但我会额外收取一晚的费用。”
我还联系了旅行团的旅行社，他们提到他们也尝试给你们酒店打电话，对方表示通常情况下，酒店会安排提前退房，并且不收取取消费，但这家酒店对客户服务不感兴趣，所以不会这么做。
客户服务在整体宾客体验中扮演着重要的角色，但很遗憾，这次互动留下了负面印象。我希望这些反馈能够得到建设性的运用，确保未来即使无法制定例外政策，也能更好地对待宾客。
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