Stayed at Flying Saddle recently, and feel it necessary to share my experience, as it was the most unpleasant “hospitality” experience I have ever endured traveling.
We paid for a premium “river view” room, checked in, and then went to the on-site restaurant for dinner. Food was good quality and prepared well. Our server Chelsea was very attentive and polite.
Upon returning to our room for the evening, I had a question about TV issue and called front desk for assistance. Resolved. A few minutes later, I wanted to open the slider to enjoy the breeze and river view, and noticed the screen door was off and laying against the railing. I called front desk again to inform them it was broken, to ensure it was noted that this did not happen during our stay. I was told by the woman at the front desk that “there’s a few problems with my room” that they’re aware of. I joked about trying to fix it and hung up.
Why was I booked into a room with known problems when there were plenty others available?
My girlfriend went to the lobby for some shampoo and conditioner, and asked if the hotel would discount the room from $159 premium rate, to the $129 standard room rate, as we could not open the door and enjoy the amenities we paid extra for. She explained she was told the hotel “does not give discounts” and was instead told we could change rooms. She returned with keys to another room. At this point it’s past 10pm and I am in bed trying to get rest, so we called the desk and let them know we would not be changing rooms (way too much hassle at this point)...the front desk hung up the phone on. At this point we thought it was over.
Front desk woman called back minutes later demanding to me that I “bring the keys back down to the desk”. I responded that I am in bed trying to sleep. She said angrily that they’d come up and get them. I asked my girl to slide them under the door so they could be picked up without disturbing us, as we’re in bed with lights out.
Within minutes she is outside our door, pounding extremely loudly. If she was trying to send a message, she did. The message was “we”, the paying customer, is an inconvenience to her, and that she felt it acceptable to be hostile toward guests.
It gets worse...minutes later, the front desk started calling our room and hanging up. I had to unplug the phone...not kidding, I could not make this up.
This is beyond ridiculous, unacceptable and appalling. Never in my life would I expect this type of treatment from a hospitality establishment.
The woman working the desk that night should NOT be interfacing with customers.
Would have given a one-star review, but the restaurant staff and food impressed.
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