Eddie Crandell Sr

Review of Portola hotel & spa

Very nice and up to date hotel, however front des...

Very nice and up to date hotel, however front desk staff at night seems inexperienced and curt. Training would help this, however I understand this is a highly paced and stressful task to check guests in and out. With that being said, two staffers hosting the event ( annual event for representatives throughout California) guaranteed to the clerk the room was taken care of as I had received confirmation from the hotel and the establishment that I work for secured and paid for the room. The clerk said it was policy to see the card, however my establishment doesn't send the card with employees. Earlier I gave a card for incidentals, and the young lady charged the card without asking and said it was declined for the rooms. I stated I know it's for incidentals and commonly the company covers room costs and I use my personal limited credit card for incidentals. The clerk still remained curt, rude, skeptical and stated "well I'm sorry, here's your card. When I stated well I'm not sure what to do here, staff representatives hosting the event were luckily collecting gift baskets came to explain the rooms were paid for, and she didn't budge. Staff gave a card to secure the room, and we are going to work it out on our end, thank goodness that they were so in the area. This was a very negative experience. On the other hand, the valet are very polite and accommodating. Waiters and waitresses hosting the dinners are very polite and safe in regards to covid protocols. This would be a four minus the experience with the hotel clerk.