Kevin Zahn Review of Renaissance Scottsdale Resort
We recently stayed at the resort over the labor da...
We recently stayed at the resort over the labor day weekend and I'm incredibly disappointed with the staff. This post was 100% avoidable had any one of the 3 people I spoke with, on 3 separate days, simply called me back. Long story short, my family and I checked out Monday (9/3) at 3pm, we have 2 childen so this process is always crazy and this is where the problems started, as I ended up leaving 3 headsets on the bench in the room.
As soon as we got home that night, I called the resort at 11:42pm CST, thinking that in order for me to maximize the chance of getting them back, we needed to get into the room quickly and/or talk to the employee(s) who cleaned the room. The woman on the phone placed me on hold to talk to her lost and found department. I told her that we needed to act quick, as I just checked out. She told me the department is closed and she would call me back the next day, when they return. I never received a call on 9/4 and so I called again on 9/5 at 1:21pm CST. I spoke with a different woman who apologized profusely. She was very sweet and I thought that I finally would be able to get some help. She placed me on hold to speak with lost and found, again. She returned and said they are not available but she would call me the next day. I told her how time is not my friend here and we needed to get in contact with whomever cleaned the room after we left. She told me that I was in luck because the room had a maintenance tag on it, which meant it was waiting for maintenance to go into the room and then it would be cleaned, so it wasn't even cleaned yet. I told the woman that unfortunately I don't believe it wasn't entered by the housekeepers, because they knocked on our door around 2pm, to clean the room and we thought it was odd because we requested and was granted a 3pm check-out. She again told me how she understood and said she was sending someone to the room immediately and I would receive a call back that day. I never received a call that day or the next, so I called a final time on 9/7 at 12:23pm CST. I again explained the entire story for a 3rd time, was placed on hold for lost and found, was told they weren't available and that I would receive a call back later in the day. I asked to speak to a manager, she placed me on hold and then told me all managers are busy and they will call me back.
What do I do???? How could I have handled this differently? I tried 3 times, spoke with 3 different people and had the exact same result. This is not a coincidence, this is how your people are trained. I know it's my fault I left items in the room, I completely get that, but is this seriously how you train your people to react to guest issues?
We were and always are very generous with tipping the housekeepers daily, we are very generous with taking care of the other hotel employees as well. We didn't request a discount or anything for free when our first room was infested with ants, we grabbed our stuff and just walked to the front desk. No scene, no trouble.
So we respected everyone who directly or indirectly impacted our stay, why can't we get the same in return??
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