Embassy Suites
Customer service - customer service

My husband and I came here to Columbus, Ohio to stay at the Embassy Suites on Corporate Exchange Drive. We have frequented this hotel, staying here for other occasions. This occasion, sadly was for a funeral. When we checked in, there was no trolley to accompany our luggage. The only one available, was full of stock, that needed to be emptied. The clerk, who was pregnant, offered to empty it. My husband emptied it for her. As her was lifting the boxes off the cart, another staff member was in the office. She did nothing to assist my husband. Excuse me, but she works at Embassy Suites, my husband does not. That really leaves a liability issue open should something have happened. We got into our room. All I wanted to do after a long drive, was put my feet up, have a cold drink and watch a movie. The TV did not work, and the password for the computer did not work either. So my husband called the front desk. A man answered the phone. I was not witness to his conversation, however, my husbands impression of the clerks response was not positive. My husband felt as though the clerk wanted to be somewhere else. There were no apologies, no interest in the customers concern. During our inspection of the TV, I found a large amount of dust behind the TV. Very dirty. On my way to the ice maker, I noticed that the carpets needed vacuuming. I suppose seeing all of that dust, made me more aware of the dirt. This is not the Embassy Suites that we had stayed at just 2 months earlier. Early, the next morning, my husband awoke early to make coffee. The coffee pot leaked all over the tray. My husband attempted to call the front desk, but there was no answer. No answer from an establishment that should be on call 24/7. My husband walked downstairs in his PJ's to the front desk, and acquired a new coffee pot. This pot was dirty. Well, we cleaned the pot upstairs. When we came downstairs to discuss our concerns to the person attending the desk, we were surprised to learn that there was no manager on duty until the next day. This was at 8 am in the morning, definitely not off shift. A card was given to us, with an individuals name to contact the next day. Every time I have ever stayed at a hotel, a manager was on duty 24 hrs a day, to address concerns.
I have noticed a negative change in Embassy Suites since the last time we stayed just 2 months ago. There was minimal acknowledgment of our concerns, no apologies for the issues addressed, and no recovery of the problems. If I do not see any response from this, I will start to look elsewhere for a place to stay when we come to Columbus. That is too bad, because I was really impressed with this hotel chain last year. Perhaps they have had a management change or something.

Company: Embassy Suites
Country: USA

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