Thalia Terpsichore

Review of Commune Hotels + Resorts

Horrible experience. I have mild OCD, so I got th...

Horrible experience. I have mild OCD, so I got the room just the way I liked it, and then I asked them not to make it up.

The first night it was fine - I came back to my room and it was perfect.

The second night I came back and it was made up. So I had a long chat discussion with the front desk, and they said that they would note it on my account and it would not be made up again.

The third night I came back and it was made up. I went to the front desk and had a long conversation with the manager Emma and she said that she would make sure it didn't happen again.

The forth night I came back and it was made up. I went to the front desk and eventually spoke with a tall woman with an English accent who never provided her name. She asked me if I had put up a privacy sign - pushing the responsibility for the hotel's lack of ability to follow their agreements

Additionally she indicated that the service crew went "above and beyond". To me, customer service is actually doing what the customer requests and wants. Above and beyond is doing more of what they want, not doing something they don't want and you've agreed not to do.