My family and I recently stayed at the hotel for a night, and while our room stay was satisfactory, the experience after our departure left us immensely disappointed.
Unfortunately, my daughter forgot her backpack in the room, and we only realized this several hours after leaving the hotel and being a considerable distance away. Upon contacting the hotel and speaking with the manager, Evan, we were met with a lack of empathy and customer care.
Despite being willing to ship the forgotten bag back to us, Evan immediately requested shipping charges without offering any apologies or understanding for the inconvenience caused. I was dismayed by the absence of a proactive approach from the hotel staff; a simple call alerting us about the bag could have resulted in a swift resolution, considering we were nearby for several hours after our departure.
The manner in which the situation was handled by the hotel manager, especially the request for shipping charges without any acknowledgment of their oversight, was disappointing. Despite feeling obligated to cover the shipping fees due to the bag's contents, I found this lack of customer service disheartening.
While our room stay met our expectations, the post-stay experience marred our overall impression. I hope the hotel can improve its customer service and communication to prevent such inconveniences in the future.
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