Rohit kundan

Review of Embassy Suites West Palm Beach

9/20/2018 Update: I am changing my rating to one s...

9/20/2018 Update: I am changing my rating to one star after reading the Reply from the Hotel Management. Because this response lowers their customer service standard to even lower levels. Going through my long review the only thing that bothered them that I "experienced an issue with the elevator"!! The actions and response during and after that incidence was all fine, the best they could have done!

Posted earlier
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OK Place to Stay but 'Customer Service' was missing. I had a night booked while driving back from family vacation in Key West. We planned to enjoy the evening welcome at the reception and leave for beach and dinner.

While going to our room after check-in, we got struck in one of the elevator. We used the call button in the elevator. It connected us to some 'Command Center' which confirmed our location, elevator number, took our name and room number and said that they have informed the Hotel's system engineer. The operator also asked to keep pressing the different button and the Help/Alarm button every few min. We waited for about 40 min for any response to our call or the Bells which we keep pressing. Then we called the Hotel reception to know they they were unaware that someone is struck in their elevator!! Someone tried to open the door unsuccessfully then asked us to wait for elevator company technician to arrive. They blamed the elevator company for their 'no response'. In about an hour someone did something and the elevator started moving and the buttons started working!! We reached our floor totally exhausted and shaken from this experience. After about 30 min, we realized that we did not receive any call from the front desk or anyone else about this experience. Asking if we are doing ok or need any help. With our evening plans totally ruined we decided to bring a few bags to room but it was difficult to get any volunteers to go back to those elevators. Kids finally mustered the courage... I asked them to let the People at the Front Desk know that we finally reached our room and are OK. The girls showed some fake concerns and told that they will let the manager know... That was IT!! After that ... no message / call / mail anything from them.
Same night, the TV was not working properly some of the channels were frozen, most of them had no signal. I called the Front Desk ... they sent a "TV Network Guy" ... He came looked and informed me that it was due to Direct TV!! Also told me he was rying to watch the Game and was having same issue!! I done know why he calls himself "Professional" !!

I wonder what happened to the Service or Care part... I do not say this will be your experience too... 99.99% of the time you check in ... enjoy evening welcome free drinks and snacks.. may watch some TV channels. . enjoy wonderful breakfast in the morning and check out. It's only when something happens, something goes wrong you come to know their service and concern from how they handle it...