Don’t you think Check In is one of the most important parts of a stay at a hotel?
Personally if Check In goes wrong then it sets a bad tone to start with.
If you have Loyalty to a brand or if you are disabled your treatment on Check-In is even more important.
Recently I turn up for Check In, my husband is a loyalty member but he was slower as he has a wheelchair. I was checked in but we weren’t welcome as members, we were not told about breakfast, the restaurant, the health club or pool. We were offered points or a drink. The receptionist didn’t even speak to my husband, clearly he can’t speak he is in a wheelchair. I wasn’t asked for my credit card.
We went to order food and you have to order on an APP. The screen looked odd and I could work out how to order drinks, so I asked a staff member who informed me no food was ever coming, as I hadn’t shown a credit card on check in!
We realised that we hadn’t been told about the pool and gym, when and were food was served, there was nothing on the TV or in the room to tell us.
On Check Out I did ask mention this, when asked and I was told we should have been given a letter telling about everything. We didn’t really realised, other than about the Credit Card, until the evening, when we were thinking about breakfast and I mentioned should we have swim, he didn’t know there was a pool and we didn’t know where it was or when it opened.
I will be ready next time this happens to me.
