Better customer service from a robot

We went to Nashville to pick up our new puppy, and didn’t want to get right back on a plane the same day so we looked into pet friendly hotels to spend the night. We didn’t need anything fancy, but some basic hospitality and customer service would have been nice. Our flight was early so we got there before check-in. We texted the virtual concierge “Paige” to make sure it was okay for us to leave our luggage there while we went downtown to wait for the check-in. “Paige” was polite and helpful (it honestly felt like talking to an actual person). I wish I could say the same about the staff at the front desk.

We had to ask the same questions multiple times to get an actual answer (and the answers were always rude and snappy) and they were extremely impatient with us as we tried to fill out their paperwork while managing our luggage and new puppy. They ended up letting us check-in early which we appreciated since we were exhausted after our flight, but we were sent to two different rooms that were having their AC units worked on with tools left all over the sweltering hot rooms.

The room we finally ended up in was fine. Not the cleanest by far but it was spacious and there was working AC (not that it made a dent in the 100°+ heat). The bathroom was in pretty rough shape though. The door was warped, the shower curtain ripped, and the bath mat stained. By the end we regretted not just getting an AirBnB, since it would have cost the same and we didn’t even end up needing the hotel to hold our luggage before/after check-in/out.

Jun. 16, 2022