I’m going on a trip this weekend that requires me to spend a night in an area in which I am unfamiliar with the hotels so I decided to check out TripAdvisor about a hotel I am considering. I saw the review below and the response by the General Manager. What struck me was that the level of severity of the review compared to the seemingly generic response from the GM.
Do you think the GM’s response was appropriate?
If you read this review and the GM’s response would you feel comfortable booking a room at this hotel?
What, if any, would have been a more appropriate response from the GM?
Could the GM do anything more?
“Would not return”
We stayed here for 4 nights while house hunting. Our room was clean and stocked appropriately, and housekeeping did a nice job of cleaning and replenishing everything. The drain to the bar sink in our room broke but that was not a big deal.
What we found disgusting/annoying while staying at this property: no air in the hallways (not “hot air” or “cold air;” NO AIR); dead and alive bugs/worms all over the floor in the gym and on the ground floor by the elevator (they were outside too so they definitely have an infestation problem); ice machines unplugged; water fountain by the gym had no water; the door on the bottom floor was propped open and guests were smoking inside the property; the floors and stairways were NEVER vacuumed while we were here (we saw the same strip of paper on the floor in the same spot every single day); no parking in the front of the property EVER; employees talking to each other and cussing in the lobby; the computers in the lobby barely worked and the printer never did. This is the dirtiest XXXXX property that I have ever stayed at and I would definitely not recommend it.