The hotel staff are not well trained in particular Efe, Joy and Nancy on the front desk. After many attempts back and forth to contact the hotel to book a shuttle pick up from the airport with the names above telling me (very rudely and nonchalantly the hotel did not offer a shuttle service which is false since this service is clearly stated and advertised on the hotel’s websites and all booking platforms) I was still NOT PICKED UP AT THE AIRPORT! My flight was a late arrival and I specifically requested and booked the shuttle pick up for safety and security reasons only to still be left stranded by this hotel on my arrival at the airport. On getting to the hotel several hours later after struggling to find an alternative pick service at that very late arrival hour rather being apologetic and offering basic customer service for the complete shambles the hotel had left me in, Joy specifically was still extremely rude and nonchalant and still arguing with me that the hotel does not have a shuttle service!!!
This really is not acceptable, your staff needs to be either trained on the services your hotel offers and generally on good customer service etiquette or these services (including the airport shuttle) needs to be removed from hotel descriptions and websites.
Leaving your guests stranded and being unapologetic about it is simply not acceptable!!!
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