(由 Google 翻译)我和我丈夫上周末去了。考虑到这是我们一年一度的度假,我们很兴奋。我们很期待我们预订的房间——特大号床、沙发、按摩浴缸、游泳池(让我们成年人有机会像孩子一样玩耍),而且服务享有盛誉。我们错了!那天早上电脑崩溃了,工作人员并没有实施一种顺利办理登机手续的方法,而是祈祷一切顺利。我们下午 4:07 走进大门(4 点开始办理入住),排队等了一个半小时。当我们询问他们计划为客人提供什么类型的住宿时,员工说她可以免除他们在我丈夫信用卡上预付的 25 美元杂费。为什么?考虑到我们没有毁坏房间的计划,这笔钱将在几天内退还给我们。我们决定当天晚些时候事情平静下来后才与经理交谈。然后我们走进房间,打开门……惊喜!这是别人的房间!我们立即走下楼,与值班经理科林交谈,他向我们保证他会立即解决这个问题。在等待我们被安排的房间的那对夫妇的房间因为无法进入他们的房间而被关闭时,他们的钥匙很快就被重新编程了。在我等待另一位员工确认并解决房间问题的 45 分钟期间,又有两个人带着同样的问题来到大厅 - 一个双人预订的房间。一名女士开始对这个问题尖叫,他们立即解决了这个问题。所以,既然一个场景解决了这个问题,我就威胁了一个。两分钟内我就得到了一个新房间和一把新钥匙。我们前往房间……此时已经快晚上七点了。我们收到的房间是标准大床房,没有任何额外设施。太棒了,对吧?至少我们仍然可以预订晚餐并去游泳。等等...我们预订的是 6 人,所以我们错过了...泳池水温不到 50 度,而且已经满了。那么我们又付出了什么呢?一个双人预订的房间,一个房间比我们付的钱少,还有一个我们不能使用的游泳池......锦上添花?我们的床感觉就像躺在外面的草地上——又硬又凹凸不平。我们躺在床上抱怨了三个小时后就离开了,然后开车回家。经理整个晚上都躲着我和我丈夫,即使在答应回电话并在大厅与我们会面之后也是如此。如果你想把钱浪费在世界上最糟糕的服务上,那就成为他们的客人吧。但在我昨天遇到的一百多个家庭中……没有人会回来,包括我们。
(原文)
My husband and I went this past weekend. We were excited considering it was our annual get away. We were looking forward to the room we booked - king sized bed with a couch, and a whirlpool tub, the pool (a chance for us adults to just act like kids), and the service had a reputation of being great. WE WERE SO WRONG! The computers crashed that morning, and rather than implementing a way for check in to go smoothly the staff crossed its fingers and hoped for the best. We walked in the doors at 4:07pm (check in began at 4) and waited over an hour and a half in line. When we asked what type of accommodations they were planning to give guests the employee said she could waive the $25 hold for incidentals they placed on my husbands credit card. Why? The money would be returned to us within days considering we had no plans on trashing the room. We decided to just speak to the manager later that day when things calmed down. We then proceeded up to our room, opened the door...and SURPRISE! It was someone elses room! We promptly walked downstairs, talked to the manager on duty, Collin, who assured us he would take care of the issue in just a moment. While waiting the couple's whose room we had been given came down because they could not access their room, their key was promptly reprogrammed. During my 45 minute wait for another employee to acknowledge and fix the room issue two more people came to the lobby with the same issue - a double booked room. One woman started screaming about the issue and they fixed it immediately. So, since a scene fixes the issue I threatened one. I was given a new room and a new key within 2 minutes. We proceeded to our room... At this time it was almost 7pm. The room we received was a standard queen with none of the extras. Fantastic right? At least we could still make our dinner reservations and go swimming. Wait... our reservations were for 6 so we missed them... and the pool water was less then 50 degrees and was at capacity. So what is it we paid for again? A double booked room, a room less than what we paid for, and a swimming pool we could not use.... Icing on the cake? Our bed felt like laying outside in grass - hard and lumpy. We left after laying in bed for three hours complaining and just drove home. The manager dodged my husband and I all evening, even after promising to return our calls, and meet us in the lobby. If you want to waste your money on the worst service in the world, be their guest. But of the over 100 families I encountered yesterday... no one will be returning, us included.