6/10 Good
Dec 6, 2023
Poor customer servicel lack of attention to detail
Details matter. The lack of attention to small things that prompt me to give the lowest rating of all my Hotels.com stays (>30 per year).
Disappointment began at check-in and continued. I book a similar property in London, so I’m familiar with 100% remote staff and a self-check-in process. Generally, the property texts in advance to describe the process, answer questions and ensure a smooth entry. Upon arrival at the Steiner Residences, I needed help navigating since my the code they provided was not working. Turns out, they had a second location next door and I was at the wrong one. The chat feature they provide was quite ineffective. Despite confusion on my part, no one just call to talk me through things when short texts lack clarity.
Also, any good hotel knows that you can win points with guests through the smallest of things. In my case, I booked an 8-night reservation with the Steiner Residences yet was given only 2 Nespresso coffee capsules, a thimble sized shampoo and body wash (and I’m not kidding… they were ~0.5oz containers) and a bar of soap not much larger than a postage stamp (again not kidding… maybe 1”x2”). Despite promises for more, I received only 1 additional set of toiletries and no more coffee.
The property was nice, modern, well appointed except for being listed as having a dryer (which I assumed would be a combo with the washer but turned out to be a clothes hanging rack… very ineffective)… so it was the same things that ruined it for me.
Eric
Eric, 8-night trip with friends
Verified Hotels.com guest review
