Jennette Robinson

Review of la Torretta

My husband and I visited the resort on 9/18 and 9/...

My husband and I visited the resort on 9/18 and 9/19. Just a quiet, quick getaway during the week.

When we arrived we had a very pleasant young man at the front desk who checked us in with no issues.

Our room, located on the 13th floor, was quite spacious even though the furniture was not modern. The room is equipped with a safe and a mini fridge. A king size bed sits really low to the floor, however, the wardrobe was somewhat of a better quality with sufficient storage.

The bathroom has an enclosed toilet and double sinks which were both a plus!

On our first day. we ordered room service and the food arrived in a timely manner. We placed the dirty dishes outside of the door to be retrieved by room service. .

On our second day we decided to visit the pool/lazy river.

Upon leaving the pool area we'd misplaced the room key. My husband returned to the front desk while I waited outside our room. When he finally returned he describe an incident at the front desk that lead to me writing this review.

While my husband waited at the front desk, young lady was called to escort him to the room. This young lady decided quickly after looking at him, she was unable to assist. So another young lady is called. She too, decided she was unable to assist. Meanwhile I'm still standing outside our room, with a wet swimsuit on trying to figure out what's taking so long.

A third person is called, (believe was his name is Dom) who was very apologetic and was able to grant us access back inside our room.

Having worked in the hotel industry for over 10 years, I know lost/misplaced room keys are a pretty frequent request and easily remedied. This should NEVER have happened.

Either there is a real need for diverse training or just an blatant disregard for guest satisfaction. Which is why I was prompted to write this review.

My husband immediately called and spoke to the manager, Britt.
During the discussion first advised the previous night's dishes were still sitting in the hallway.

Next, my husband began explaining his experience with the staff, after misplacing his room key. The manager,offered to comp both the resort fees and breakfast the following morning, which he ensured was being taken care right away.

Although we really appreciated his efforts, when we received our bill on the day of check out, the fees had not been removed. My husband spoke to the night manager, and was advised he had not received any instructions for the adjustments to our bill.

Later, that morning, around 9 a.m., my husband spoke to Britt and received the adjusted bill along with the breakfast comp for two.

Besides the issue lost room key issue, the ice machine on the 13th floor was out of order. The housekeeping staff does a poor job is cleaning in between guest. There was a broken piece of broken soap and a trial size bottle of lotion from the previous guest in the bathroom. And if that's not enough several strands of hair on the shower wall. The more I think about it I wonder if the room was really ever cleaned after the previous guest. To think we may have spent the first night on somebody' else's sheets makes my flesh crawl!
Even after we advised the manager our dishes from room service hadn't been picked up, the dishes remained in the hallway when we checked out on Thursday 9/20.

There is a serious need for diversity training at this property. along with housekeeping practices that should be addressed IMMEDIATELY.

This level of poor customer service, and blatant attitudes of the two young ladies called to address our room lock out , is totally unacceptable in any facility and is a disgrace to the hospitality industry. Requesting to be granted access back into a room is a perfectly reasonable request from a guest.

I sincerely hope this review will serve as opportunity to educate, train/retrain the staff of La Torretta Lake Resort,.