Staff needs customer service training!
Written: May 23 '06
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Product Rating:
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Pros: Great location...very close to Disneyland
Cons: Customer service is seriously lacking
The Bottom Line: I would not recommend this hotel. The staff is rude. They treat you like you are an annoyance to them.
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| lml200's Full Review: Anabella Hotel |
This hotel is decent, but the staff really don't care about anything you need. They are definitely more concerned about squeezing every dollar out of you that they can than they are about whether or not your stay is pleasant.
We arrived, checked in and received our room number and keys. We drove around until we found our room, and parked right in front of the stairs going up to the second floor that were right by our room. We got our luggage and small children out of the car only to find the stairs blocked with caution tape. We walked all the way down to the other stairs and took several trips halfway across the parking lot to get everything in our room (a much longer process than it should have been due to our long walk.) I thought it was odd that the person at the front desk didn't tell us about the stairs, and there was never any apology or explanation. These stairs were blocked off for our entire stay, but were fixed on Friday, the day we checked out, just in time for the American Dental Association conference. They definitely cater more to large groups.
The other thing that happened was that we left something in our room, and didn't realize it until about 10:00 the night we checked out. We had already driven an hour to my sister's house, but my brother was still at Disneyland. We called him and asked him to drive by the hotel and pick up our items that were left behind. We then called the hotel and spoke to the night manager to ask about our missed items. He told us that he didn't have keys to get into the closet where the items were kept. When I returned home I called and spoke to someone about our items, and they said that we would have to supply them with a credit card number so that they could ship the items to us. I told her how we had tried to get them while we were there, but weren't able to. She said that only the head housekeeper had keys to the lost and found so that they could control what things came in and left, so that nothing went missing. I told her that I certainly hoped that the managers were trustworthy enough to have a key to the lost and found without stealing things. She maintained her position that they wanted to keep control of the items there.
This trip was in no way a nightmare trip. It was just disappointing. The staff never apologize about anything. When you speak to the staff about things, in a situation where any normal human being would say, "I'm sorry about that.", they just kind of skip that part of normal human interaction. Without saying it verbally, their attitude pretty much says, "Screw you, we don't care. That is our policy, like it or not that's the way it is." It was just irritating to be treated with no concern or respect. The hotel was a moderately priced one, so I didn't have ridiculous expectations. I just wanted to be treated nicely.
Recommended:
No
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Epinions.com ID:
lml200
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Reviews written: 1
Trusted by: 0 members
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