uncomfortable moment
My daughter and I had an amazing stay at this hotel. The staff were consistently helpful, friendly, and professional. In particular, the young woman who checked us in went above and beyond throughout our entire stay—helping with check-in, ordering pizza, getting us water, and even working on Thanksgiving night. She was kind to my daughter every time she stopped by the front desk, and her attitude truly made our stay better.
Because of how impressed I was, I asked to speak with the front desk manager during checkout so I could let him know what a great job she was doing. Unfortunately, the interaction with him was extremely uncomfortable. Instead of accepting the positive feedback, he made an off-hand remark: “I’ll take that into account along with everything else.”
I had never met him before, and I wasn’t there to hear about his issues with his staff. I was simply trying to make sure a hard-working employee was recognized. His comment felt inappropriate, unprofessional, and frankly made me uncomfortable as a guest. A manager should smile, thank the customer, and appreciate feedback—not elude to internal drama or make a guest feel awkward.
To be clear:
The staff were outstanding. The front desk manager was not. He was way out of line and made me feel very uncomfortable.
This one interaction was the only negative moment in an otherwise excellent stay. If management improves their professionalism, this would be an easy 5-star experience.
