I suspect that, in his mind, his channel selection is evidence of his service mentality. Whereas, in my mind, a smile, a greeting, and a polite discussion are paramount. Silly me.
1st, let me say that I believe in privately and professionally, in a timely manner, telling an employee that something they did made me feel disrespected as a guest. A couple months ago, a mature front desk gentleman walked into the breakfast area, with the tv remote, during a commercial, changed the news that I was watching to a sports channel, and went back behind the desk No eye contact. No smile. No greeting of any type! I WAS THE ONLY PATRON THERE. After I finished my coffee, I privately told him how he made me feel. Instead of apologizing first, his first response was to say, "I always do that." Then he said, "I thought you were reading." My response was, a greeting and a question would have resolved that. He suggested that he would "gladly" (the guy with no smile?) replace HIS channel with one I requested, "if necessary." Bizarre experience on several levels.
Don't usually take time out to go online, find a hotel and give it a rating. In my career and life, I have stayed at hundreds of hotels. I never felt so welcomed and accommodated as I did staying here. From the moment we arrived to the time we checked out. Room was also very clean and spacious. Highly recommend!
3rd, I suggested to this individual that he should view me as a "secret shopper" who provided several opportunities to pass a customer service test. I though he failed. He said, "I TOLD you I apologized." I said, "If it were genuine, you would not have insisted on this conversation in front of other guests."
2nd, today, the same thing happened again, same guy, same attitude, same insolent presentation. Except this morning, there were two other couples, one being international travelers who chuckled after he left and commented about not being "allowed to watch that channel." So, again, I privately expressed my concern to the individual involved. This employee felt compelled to come back to the breakfast area and, in front of other guests (whom he STILL did not acknowledge!), explain to me his 40 yrs experience and how it was his job to make sure "in this divisive climate" that HE serves everyone.
Hot tube and pool are hidden Gems in this hotel. It's open from 6-10 pm. Use it to relax after a busy business day. Trust me.
Uncharacteristic for Marriott, the breakfast area was not really clean. And, based on a couple interactions with a mature front desk gentleman, this property has some customer service issues, maybe relating to management's "40 years of experience in the hotel industry." Here are two incidents...one in Sept. 2017, one in December.
I was planning a girls trip and wanted a place to comfortably accommodate three women in one room. All the reviews talked about the spaciousness of the hotel and the Warmness of the staff. That was all true. The staff was incredibly welcoming and gracious. Our room was very clean and hotel did accommodate our request for extra pillows and linens. I was concerned about the mattress on the sofa bed but even it was comfortable. We enjoyed the complimentary breakfast each morning. There was so much variety of food from waffles to eggs with toppings, cereal, fruit and a variety of breads and bagels. I would definitely stay there again.
Denise was wonderful!! Hotel was nice, room was great. However do not get couple package with the wine. I dont understand how they expect you to share a 6 ounce bottle. The price went up an extra $20.
Springhill Suites By Marriott Annapolis is a US Lodging based in Annapolis, Maryland. Springhill Suites By Marriott Annapolis is located at 189 Admiral Cochrane Dr, Annapolis, MD 21401, USA.
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