Incidentally, the pool towels and room towels are identical. I told the pool manager and front desk manager how ridiculous it is to charge guests paying over 120 euro a night to also pay for drying themselves at the pool (If it's towel theft they’re worried about, there are hundreds of better ways to prevent that rather than charge hotel guests), asked for reception to bring two fresh towels up to the room to replace the room towels I took down to the pool, which they did. Meanwhile the pool manager brought a towel to my husband waiting at the pool because he thought it was odd to charge a hotel guest for a pool towel. At pool area check in, the staff tried to charge me two -or maybe it was three- euro for a towel!! He claimed (and here's what I mean by not international standards of customer service) “I'm just doing my job”'! He claimed I should have taken my bath towel from the room along with meNet, I went to room, brought down the room towel to front desk at reception. D WEBSITE Several hotel websites, none give you accurate description of room size and amenities (or lack thereof) by room type A: STAFF – several issues. B ROOM: low standard of basic ‘standard’ room for a Hilton, even the budget 'Garden' Hilton brand C POOL HOURS – no swimming in the morning. Here are the issues in rank order, some described below in detail A STAFF: very poor, locally trained staff, who are not up to par with international hotel service attitude, standards, and are clueless about customer service. The location is fine if you have a car or you are on a bus tour, as the hotel is a bit far from historical Matera.The hotel has good infrastructure, good dining at reasonable price, including local vegetables which are not on menu, nice warm pool area BUT its staff is not prepared for international, seasoned travelers, the staff is not empowered to make any decisions or judgments to enhance the customer experience but instead to complicate matters.
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