We were here a few times today while in town unexpectedly. My hubby stopped in first and overheard an all-staff meeting centered around how they can I improve their customer service. We both stopped in a bit later for a drink at the wine bar. I was enchanted with being able to eat sushi, get a glass of wine or beer, free cheese pairings, and the like.
Several hours later I couldn't find a jacket I had brought on our trip. I retraced my steps and figured I left it at the wine bar, so I called the grocery store and asked. The woman who answered said no one had turned in a jacket today. I asked - really? Could you check at the wine bar? She asked me what time I was there and then informed me that they would have already turned it to her since it was "so long ago" (6 hrs).
My husband and I proceeded to tear apart our hotel room and unpack all our luggage, to no avail. He went back to the grocery store and there was my jacket at the wine bar.
He went to the customer service desk to show the woman with whom I spoke. She told him that she was "busy when she spoke to me". Too busy to transfer me to the wine bar, or take a number and call me back, apparently. Customer service still leaves something to be desired, even after a staff meeting about it.