2/10 Terrible
Harlen
Business traveler
16 December 2024
Liked: Cleanliness
Disliked: Staff & service, amenities
I am sending this extremely important complaint hoping that the corresponding and disciplinary measures will be taken for the people involved. I stayed December 8 – 12 El Embajador . On Tuesday the 10th I called reception at 7:20pm to ask for an iron. I waited until 7:34pm and it didn't arrive. I called information again to see if they would expedite my requests for the iron. I called again at 7:43pm, and nobody was picking up the phone. I called again at 7:57pm and my calls were constantly hung up on me not once, not twice; but three times. I called again at 8:03pm my calls were hanged up several times. I called at 8:10 pm and another person picked up the phone. It seems that the information department took my information wrong, and the iron was sent to a different room. The Iron arrived at 8:21pm; an hour after my first call to order the iron. The iron was very dirty as it seemed it was not clean in a while as there was dirt coming out as I stared to iron my clothes. I’m sending a picture attesting the complaint of the iron being dirty. I ended up ruining my clothes, and therefore decided to buy a portable travel iron the next day.Customer service is the fundamental pillar of any excellent hotel. Guests should feel welcome and valued from the moment they walk through the door. Hotel staff must be friendly, attentive and willing to satisfy all guests’ needs. It is unfortunate “EL Embajador” hasn’t stepped up in its excellence.
Harlen
Stayed 1 night in Dec 2024