3 years ago
Awful reception staff, awful check in experience, ...
Awful reception staff, awful check in experience, awful wifi, no mini bar.
How Steigenberger staff does the check in at 11pm for their business customers:
1. Ask the customer to explain for 20 minutes how the booking was made, where to find the confirmation, how the charges should be incurred on the company card, and how to bill.
2. Take an additional 20 minutes to explain to customer that it is hotel policy to give his/her private credit card to cover any incidentals That s basically saying We don t trust you to settle your consumption so we want you to pay for our insurance .
3. If customer by chance does not have credit card, explain how the only other option, if they want to sleep any time soon as it s almost midnight, is to pay incidentals deposit upfront, in advance, and get reimbursed in the local currency at checkout.
4. Look surprised while customer asks for the receipt for the upfront payment.
5. Explain to business customer, who travels 3 times weekly, that he/she should take care to read the hotel policy - of course it is well known that all business customs have the time to do that for each of the 3-4 different hotels they frequent every week.
6. Finally, mumble your room directions and apologise for any inconvenience but not really mean it and not offer any kindness, compensation, or actual concrete courtesy for such inconvenience.
Well done Steigenberger reception staff! Now check out the incidentals luxury stock I found waiting for me in my room (photo attached).