Laguna Brisas Hotel

Review: The shower in the room was broken, the heat did not work, front desk attendant [redacted] was very rude and argumentative.No manager available on propertyWe loved the look of this hotel and the jacuzzi in the tub until we realized they might have put us in an out of service room just to make money!! We had to book last minute and it wasn't until after 7pm that we checked in. We used the Spa immediately so the room was nice and warm at first but then I woke up at about 2am freezing and that's when I realized the heater was broken. I put jackets and socks on the kids and I and figured changing rooms would be horrible as all our things were unpacked and all over. To switch rooms at 2am with little kids would have been a nightmare. I woke up at 6:30 to shower and found out to more dismay that the shower was not working properly. The knob to change temperature did not work and I actually cut my hand while trying to shut it off.It didn't shut off completely and instead continued to drip. The walls are so thin you can hear the TV in the rooms next door and the cars were so loud that I felt like I was sleeping outside on the street! The front desk attendant [redacted] was very rude and actually insisted I was lying about the heater and shower being broken and refused to let me speak to a manager saying they were in meetings and she could not do anything except 20% off. I asked if she could switch us rooms and she said they were all booked yet told me that if I had complained at 2am she would have switched me rooms. I still had to call customer care after my complaint to her just to get this front desk attendant to have someone fix the shower and look at the heat box. The customer care lady got her to take 30% off, and the maintenance man had to come in and out of the room to replace the shower knob AND bring a space heater because he affirmed both were in fact not working properly. The front desk attendant was very argumentative, arrogant, and rude. I have worked in the hotel industry and I HAVE NEVER EVER experienced customer service this bad in my life. She actually said they wouldn't do anything for us because I complained in the morning but even in the morning we had to take a shower and get out in the freezing cold! I had a three year old and a 5 year old and I had jackets and socks on them! To top it off the fire alarm went off for nearly 30 minutes at 8:30 in the morning and woke up my children. The fact that a manager never called me back at all period is even worse. How could someone put a family with small kids in a horrible room like that and then treat us so badly and offer only 30% off? WOW JUST WOW is all I have to say.Desired Settlement: I would like a refund of the amount charged to the card. We had a very bad experience with the room and the front desk attendant, and I think refunding our money is the right thing to do. When a guest has an experience like this, hotel hospitality is important. What a business is willing to do in these situations shows the difference between good and bad business. Not only did [redacted] not show any sympathy or consideration, she was argumentative and rude and that only upset me more.

Business

Response:

Thank you very much for your patience [redacted] regarding compliant # [redacted]. I would have to say it was greatly exaggerated. She did however blast us through social media unrelentlessly in spite of the fact that she was given 50% off the night in question. She came down in the morning to complain about what had happened the night before. Just like every hotel we would like to know the moment you find something wrong so we make take immediate action. As you well know despite our systems in place to prevent these things from occurring ......they will occur. I have responded in all social media so no further communication is warranted. Thank you.

Sincerely.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The details of my experience were not greatly exaggerated and it is obvious just with the managers reply that he lacks any customer service management skills. I actually work within the Embassy Suites hotel and have never ever witnessed a manager not on property or not available for guests. I also have never seen the hotel put a guest in an out of device room and make money off them. I told the hotel staff first thing in the morning as the major thing that upset me was the shower being broken after a night of broken a/c. A discount of 50% off is an insult as the room should not have even been booked out. I think [redacted] also forgot about the fire alarm that went off in the morning waking all the guests and not being able to be shut off for at least 25minutes! Your front desk staff consisted of only one person and unfortunately I had to wait in a line to speak with her. I don't believe I was late in my complaint in anyway. Renting that room out to a family with small children was tasteless and wrong on your hotels part. I only hope that you train your staff and you yourself get trained on hospitality after all you are in the hotel business. It is important businesses take accountability and fix their mistakes and [redacted] was never available for me to speak to in person, never called me back on my phone message, never emailed me back to my email nor did his front desk staff act professional. I am completely dissatisfied in the way they handled the entire situation.

Regards,