Vieraskäyttäjä
11. maaliskuuta 2024
We checked into the Inn at the Forks for 23 to 26 December having stayed two nights earlier in an airport hotel, We chose the Inn at the Forks because of the recommendations here on Tripadvisor and because its location meant we could tour local facilities easily. Sadly, we were disappointed by our experience. The room was adequate (but not by any means luxurious). However, we were very surprised to discover upon check in that the restaurant was closed and that no plans were in place to help residents to eat except to refer them to restaurants in a nearby mall! By contrast with the airport hotel which emailed us twice with updates prior to arrival (and which never closed its restaurant), the Inn on the Forks did not contact us at all to advise that there was no food available at the hotel and that the neighbouring mall was closed on Christmas day. Luckily our relatives were able to assist, otherwise we would have had nowhere to eat on 25 December. When we discovered the problems upon arrival, we advised the check in desk that we wanted to register our annoyance with the manager. After all, the provision of food is an essential role of a hotel. Our concerns were registered, and the next day again we asked if the manager had received them. We were told that person had but that no decision had been made. When we checked out on Boxing Day, we asked again if the manager had received our complaint. The receptionists could see that we have made the complaint but clearly the manager had not responded. They took it upon themselves to refund a very small portion ($40) of our bill, but we remain very disappointed that the manager did not bother to answer our concerns. We have stayed in quality hotels around the world and have never experienced such a failure of leadership in any hotel rated as top ten in any city. Dealing effectively with a customer concern is a primary responsibility in the hospitality industry. If we had received even a note or phone call of apology from the management, it is unlikely we would have submitted this review. We will not bother to see if it has improved in the future. A reply here is too little, too late.
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