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| - "This business is about making money and we're going to do what makes us the most money!"
Those were the words the front desk manager greeted us with upon checking-in to the Arizona Grand Resort. His words were less than grand, wouldn't you say?
A bit of background: my party and I made reservations at this establishment quite a few weeks ago. As we booked our rooms, we were given the option to select a late check-out for an additional charge. We decided to opt for the late check-out and made our travel plans around that. Fast forward to this past Sunday: we arrived at the resort and, as soon as we walked into the lobby, we knew something was wrong. A woman was crying at the front desk, her young children standing next to her. From what I overheard, it was clear that she had fully paid for a room for the dates on which she intended to do so, which the manager acknowledge, and yet, they were not allowing her to stay. I do not know the background or specifics of the situation so I will just leave it at that.
Once we checked-in, it turned out that the late check-out had been removed form our reservation the day prior. No notification, no heads up, no nothing. This was frustrating not only for obvious reasons but also because one of the individuals in my party is currently undergoing treatment for a serious health issue and she requires a certain amount of rest each day. In fact, she was not going to be able to accompany the rest of us on this trip before we added the late check-out to our reservation. The manager, without any empathy whatsoever, literally told us, "This business is about making money and we're going to do what makes us the most money!"
Look, if removing a late check-out from a reservation is the hotel's policy, ok. I mean, it's a pretty crappy thing to do but fine, I can understand that policies are policies. However, the manager's attitude was appalling. I have worked in hospitality and customer service (including management positions) my entire adult life and I would never even think to say something like that to a client or customer. Yes, the bottom line is that every business needs to make money. That's the whole point, I get that. But to treat customers this way and to say to them that it's all about money...well that is simply abhorrent not to mention shortsighted. After all, customers are sources of funding, are they not? As you can probably imagine, in that moment, we were made to feel worthless. It was humiliating. His tone, his demeanor, his words, his body language...it was all so offensive and a prime example of terrible customer service.
Everything else has been ok so far...the rooms are clean and spacious and other staff have not been rude. However, our encounter with that front desk manager has left such a bitter taste in our mouths! I have talked to other conference attendees (a work conference is the reason why we came here in the first place) and several of them had very bad experiences as well. I am ready to be very candid in my evaluation of this hotel at the end of the conference so that the conference organizers do not use this location again. I truly believe that the 500+ conference attendees will be better served elsewhere.
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