The bathtub was disgusting and the flooring not holding up. According to the pictures there seem to be at least partially renovated bathrooms. Employees hardly spoke English. The elevator permit was expired. The glass of the window in the room was not attached to the frame which is a big hazard. Employee told it would be fixed the next day but it wasn’t. They didn’t care.
Kommentar von Hotelmanagement
12.02.2024 von Customer Care Team, Hotelmanagement
Hi Tanja,We are genuinely sorry to hear about the challenges you faced during your stay with us, from the condition of the bathtub and flooring to the language barriers with our employees, the expired elevator permit, and particularly the concerning issue with the window glass in your room. It's clear we failed to meet the standards of cleanliness, safety, and service we aim to uphold, and for that, we deeply apologize. We understand these issues significantly impacted your experience and comfort, which is far from acceptable. Please rest assured, we are taking immediate steps to address each of these points, starting with a thorough inspection and prompt repair of the bathroom conditions and the window issue, as well as reviewing our maintenance procedures to ensure all amenities are up to date and fully functional. Additionally, we are assessing our staff training programs to improve language proficiency and customer service skills, ensuring our team is well-equipped to provide the high-quality service our guests deserve. We are committed to rectifying these issues and hope to have the opportunity to regain your trust. Should you consider staying with us in the future, we would like to personally oversee your booking to ensure you experience the level of quality and safety all our guests should expect.Kind Regards,Hotel Aluxor SFOCustomer Care Team