Horrible and Never Stay Here Again

Arrived after an eleven hour drive, and the girl named Jessica at the check-in counter was not only rude and unprofessional, but if I was her management, she’d have one foot on a banana peel out the door, if not out the door with her extremely poor attitude and lack of customer service. As I walked in, I was not greeted by either Philip, nor Jessica. Philip is wearing is mandated mask as stated on the door entering the hotel, but Jessica is not wearing hers. I stated I was checking in, handed my license over, and Philip started the process. Meanwhile, Jessica begins to tell Philip a personal story about some guy who got arrested and she isn’t talking softly or quietly, she’s talking in this booming, pitchy voice. This goes on as I’m trying to get checked in. After about five minutes I ask her if she can wait to tell Philip her story so I can finish getting checked in and settled for the night. Jessica not only tells me she is not going to stop interrupting my check-in process, but she gives me the stank-eye too! I promptly put her in her place by telling her I didn’t appreciate her attitude or facial expressions of disapproval because I’m trying to get checked in and it’s inconveniencing her storytelling time. I advised I didn't want to hear her personal story and as the customer who has never been to this establishment before, I’d like to have Philip focus on what he’s doing so no mistakes are made, especially with my credit card and information. Jessica continued with her attitude, saying she wasn’t doing anything. At this point, she isn’t getting it and is continuing with her poor attitude and behavior. I ask for a manager and surprise, there are no managers on-duty. I ask Jessica if masks are mandated as stated on the door coming in, Philip and I are wearing ours, she needed to put hers on, especially as a customer-facing employee. That just got me more stank-eye and she finally walked away. Philip finished up and we get to our room and the A/C unit and TV are not working, the room is not very clean, although everything was in its place. I would not take my socks off and walk on the room floor without something on my feet. I went downstairs and Philip apologized and put us in another room. Philip did his job but was not assertive with Jessica. While he should have asked Jessica to hold her story while he was helping me, I guess I’m asking for too much in the way of customer service. We would never stay at this hotel again. I’d rather pay more to stay at a hotel and get good customer service and a clean and functioning room, than what we experienced at this establishment.

Apr. 24, 2021