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Front desk did not care
威斯康星德尔斯德尔顿湖Staybridge Suites的点评
点评：My wife is acutely sensitive to cigarette smoke and plant allergens. To escape the latter, we leave our home state of Texas every October to seek refuge in more northern latitudes. Naturally, we only stay at smoke-free hotels. Last night we stayed at the Staybridge Suites, Wisconsin Dells. We were checked into room #405 by an unwelcoming front desk attendant. About 1 am, my wife woke up experiencing severe breathing and choking difficulties from an overwhelming odor of cigarette smoke coming, apparently, from a nearby room. Since I was already sound asleep, she suffered alone until the early morning hours.
When informed what had happened, I immediately reported the incident to the front desk. The same attendant who checked us in appeared totally unconcerned. I asked for specific details of how this incident would be investigated but was met with a bland uncaring stare. Pressed for specifics, I was told that maybe housekeeping could look into it. Given this totally unsatisfactory response, I requested cancellation of our reservation for the following night and a full refund of charges. There was no heartfelt apology and no offer to make things right. Also no offer of a room in another part of the hotel. Later that morning, I independently sought out a housekeeping representative and asked for help. That individual graciously checked nearby rooms and reported that, except for one, they were either unoccupied that evening or had no obvious signs of smoke. The excepted room was the one immediately adjacent (#403.) Apparently, that room could not be checked because the occupant had a 'Do not disturb' notice on the door. As part of its promotional promise to guests, the hotel claims that "Exceeding your expectations is our priority. We want all our guests to be completely satisfied with their stay. If you experience any issues let us know right away and we'll get on it." Based on our experience, this is a false promise amounting to no more than hollow propaganda. No one from the front desk got on to our complaint. No one from the front desk seemed to care. We are most disturbed by this incident and want future guests to know that what this hotel claims is not always what they follow through on. Buyer beware! You may be next!
When informed what had happened, I immediately reported the incident to the front desk. The same attendant who checked us in appeared totally unconcerned. I asked for specific details of how this incident would be investigated but was met with a bland uncaring stare. Pressed for specifics, I was told that maybe housekeeping could look into it. Given this totally unsatisfactory response, I requested cancellation of our reservation for the following night and a full refund of charges. There was no heartfelt apology and no offer to make things right. Also no offer of a room in another part of the hotel. Later that morning, I independently sought out a housekeeping representative and asked for help. That individual graciously checked nearby rooms and reported that, except for one, they were either unoccupied that evening or had no obvious signs of smoke. The excepted room was the one immediately adjacent (#403.) Apparently, that room could not be checked because the occupant had a 'Do not disturb' notice on the door. As part of its promotional promise to guests, the hotel claims that "Exceeding your expectations is our priority. We want all our guests to be completely satisfied with their stay. If you experience any issues let us know right away and we'll get on it." Based on our experience, this is a false promise amounting to no more than hollow propaganda. No one from the front desk got on to our complaint. No one from the front desk seemed to care. We are most disturbed by this incident and want future guests to know that what this hotel claims is not always what they follow through on. Buyer beware! You may be next!
翻译：我的妻子对香烟烟雾和植物过敏原非常敏感。为了逃避后者，我们每年十月都会离开家乡德克萨斯州，到纬度更高的地方寻求庇护。当然，我们只住无烟酒店。昨晚我们住在威斯康星德尔斯的驻桥套房酒店。我们被一位不热情的前台服务员登记入住#405房间。凌晨 1 点左右，我的妻子醒来，感到呼吸困难和窒息，因为显然是从附近的房间里传来了浓重的烟味。由于我已经熟睡了，她就一个人煎熬到凌晨。
得知此事后，我立即向前台报告了此事。为我们办理入住手续的那位服务员似乎完全漠不关心。我询问了如何调查这一事件的具体细节，但遭到了冷淡、漠不关心的目光。当我询问具体情况时，我被告知也许客房部可以调查一下。鉴于这种完全不满意的反应，我要求取消第二天晚上的预订并全额退款。没有真诚的道歉，也没有提出纠正问题的建议。也没有提供酒店其他地方的房间。那天早上晚些时候，我独立地找到了一位客房服务代表并寻求帮助。该人慷慨地检查了附近的房间，并报告说，除了一间房间外，那天晚上这些房间要么没人住，要么没有明显的烟雾迹象。例外的房间是紧邻的房间（#403）。显然，该房间无法检查，因为居住者在门上贴有“请勿打扰”的告示。作为对客人促销承诺的一部分，酒店声称“超越您的期望是我们的首要任务。我们希望所有客人都对他们的住宿感到完全满意。如果您遇到任何问题，请立即告诉我们，我们会尽快处理它。”根据我们的经验，这是一个虚假承诺，只不过是空洞的宣传。前台没有人了解我们的投诉。前台似乎没有人关心。我们对这一事件感到非常不安，并希望未来的客人知道，这家酒店所声称的并不总是他们所遵循的。买家小心！你可能就是下一个！
得知此事后，我立即向前台报告了此事。为我们办理入住手续的那位服务员似乎完全漠不关心。我询问了如何调查这一事件的具体细节，但遭到了冷淡、漠不关心的目光。当我询问具体情况时，我被告知也许客房部可以调查一下。鉴于这种完全不满意的反应，我要求取消第二天晚上的预订并全额退款。没有真诚的道歉，也没有提出纠正问题的建议。也没有提供酒店其他地方的房间。那天早上晚些时候，我独立地找到了一位客房服务代表并寻求帮助。该人慷慨地检查了附近的房间，并报告说，除了一间房间外，那天晚上这些房间要么没人住，要么没有明显的烟雾迹象。例外的房间是紧邻的房间（#403）。显然，该房间无法检查，因为居住者在门上贴有“请勿打扰”的告示。作为对客人促销承诺的一部分，酒店声称“超越您的期望是我们的首要任务。我们希望所有客人都对他们的住宿感到完全满意。如果您遇到任何问题，请立即告诉我们，我们会尽快处理它。”根据我们的经验，这是一个虚假承诺，只不过是空洞的宣传。前台没有人了解我们的投诉。前台似乎没有人关心。我们对这一事件感到非常不安，并希望未来的客人知道，这家酒店所声称的并不总是他们所遵循的。买家小心！你可能就是下一个！
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