Brian B.
Google
Good lord the service here is abysmal.
We've travelled extensively and I realise customer service in Australia generally speaking isn't as polished as overseas countries but these guys seem to be in a class of their own.
We stayed three nights. We were there for an important work function.
On the second day when going out for the day we put the door swing tag on the handle with the "Welcome. Please knock" side showing.
The other side said "Do not disturb" so there was no "Please make up my room" message on that sign.
On our return the room hadn't been cleaned which is when I noticed a little slide sign with "Please make up my room" which I had neglected to slide to show.
Lesson learned, or so I thought.
The next day we really wanted the room cleaned so I made sure the swing tag was facing the correct way AND the slide sign was reading "please make up my room."
I also then received a text from reception asking if I wanted the room cleaned.
This was promising I thought. I of course replied yes please <smiley face>
We got back after a big day to find the room still filthy.
My wife went to reception to find out why and get some towels, to be rudely told oh you had the sign on the wrong way.
Ok. We just decided the staff were too rude to argue with at that point and just went to bed.
When checking out the receptionist asked if everything was alright.
I told her I wasn't happy the room hadn't been cleaned and asked why.
The manager was there too and both women became extremely argumentative and repeated their story about us hanging the tag incorrectly.
I asked why they ignored my text stating that I did want the room cleaned.
They then angrily said the cleaners CAN'T enter the room with the do not disturb sign up.
This fact was untrue as both my wife and I made sure the door signs were correctly displayed.
Not only that, but when we returned the swing tag had been taken off and was inside the room, so they must have opened the door to do that.
TL;DR: staff are rude and argumentative when called out for their incompetence, and don't seem to have the slightest idea about customer service.
We do not recommend the place to anyone.
Edit after their passive aggressive reply:
So your response is to further gaslight and suggest we continue the argument in a phone call.
It seems you really are clueless about de escalating a customer complaint. I actually do run a small business so maybe you can try some of these suggestions:
1. Listen and empathize
Listen actively: Let the customer fully explain their problem without interruption.
Show empathy: Acknowledge their frustration and try to understand the situation from their perspective. Phrases like, "I can see how that would be frustrating," can be helpful.
Ask questions: If needed, ask clarifying questions to get all the facts and ensure you fully understand the issue.
2. Apologize and take ownership
Apologize: Offer a sincere apology, regardless of who is at fault, to show you regret the customer's negative experience.
Take ownership: Accept responsibility for fixing the problem rather than blaming others.
Thank the customer: Thank them for bringing the issue to your attention, as it gives you an opportunity to improve and retain their business.
3. Solve the problem
Offer solutions: Work with the customer to find a mutually agreeable solution. Ask them what they would like to see happen, and be prepared to offer compensation if appropriate.
Act with urgency: Resolve the issue as quickly as possible to rebuild customer confidence.
Be honest: Communicate honestly about what can and cannot be done to fix the problem.
4. Follow up
Confirm satisfaction: After the solution has been implemented, follow up with the customer to ensure they are satisfied with the outcome.
Document the complaint: Keep a record of the complaint and how it was resolved to identify patterns and improve future processes.
