Paxton
Google
While my partner and I generally enjoyed the standard amenities during our 5-day stay, the entire experience was severely tainted by an encounter at the reception desk during our departure that demonstrated a profound lack of customer care and basic hospitality.
Our train was unfortunately delayed, meaning we required the use of our room for a maximum of one additional hour past the standard checkout time before heading to the station. This is a common situation in travel, and usually, accommodations can be made for long-term guests.
However, the receptionist, Namrata, was completely unyielding. Despite the fact we had just completed a five-day stay and simply needed a brief extension due to circumstances outside of our control (a delayed train), she flatly refused, making absolutely no effort to accommodate us.
We were forced to vacate the room immediately and spend the hour leading up to our train's departure waiting uncomfortably in the reception area.
This level of inflexibility is unacceptable in the hospitality industry. To deny a guest who just completed a five-night stay the basic courtesy of waiting in their room for sixty minutes, despite a travel delay, shows a complete disregard for the guest experience. It created needless stress and left us with a final, bitter impression of the hotel.
I urge management to review customer service training, particularly regarding empathy and discretion in handling common travel issues. Namrata's refusal to grant a minor extension completely overshadowed the positive elements of our five-day visit. Future guests deserve better service.
