As someone with experience in customer service, I understand the significance of prioritizing customers' experiences. It has taught me the importance of ensuring customers feel secure, safe, cared for and valued by providing exceptional service. I am a loyal gold member of the al Accor membership program and have considered it my second home during my visits. Although I enjoy spreading positive feedback when I have fantastic experiences, my most recent stay did not meet my expectations. My wife and I had a strong preference for Accor hotels when choosing accommodations for our honeymoon because of my loyalty and positive past experiences with the brand, we again chose Accor. Unfortunately, our recent stay at Mercure Roma Centro Termini was quite disappointing. To put it quite bluntly, it was deplorable, We were not treated in line with the Accor values or basic decency or respect. While the rooms and amenities were acceptable, we felt uneasy and even threatened due to the behaviour of the staff. The check-in personnel were impolite, unhelpful, and lacked basic customer service skills. Witnessing a heated argument between an employee and another guest during both check-in and check-out only added to our discomfort. Overall, this was the worst hotel experience we have ever had globally. We arrived at the hotel at around 11am and politely requested an early check in which is one of the gold tier benefits. We also know and acknowledge that this is subject to availability. We were responded with the most unfriendly of responses by the check in agent, there was no welcome back, no appreciation for loyalty. No smile no friendliness. We were told our bags could be held. However this was not a secure space they were just placed in the main area. This area could be accessed by anyone from the public. Additionally, a guest staying there warned us to be mindful of your belongings as the staff don’t care and things go missing. This is also supported by reviews on trip advisor. As we were sitting waiting working out what to do the check in staff were looking us up and down and could be seen speaking about us negatively to each other in Italian. This made us feel unvalued and unwelcome, on edge and unsafe. I felt the need to secure my belongings in my room due to safety concerns. We were seriously concerned for our safety and the ramifications of speaking up and providing feedback. The two men appeared to be mocking us. The staff persistently attempted to upsell by sending me numerous emails urging me to upgrade with additional purchases. While one email was appreciated, the excessive advertising may be seen as harassment. I received confirmation via email that the room had been paid for, but an unauthorized charge of $206.12 was added without my consent and noticed on the evening of check-in. The staff was unable to explain this unauthorized charge or provide an invoice during checkout, which goes against the booking conditions. During my stay at this hote
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