Two somewhat unrelated incidents taking place right at the end of the con have utterly and absolutely soured me on the Riviera more than any other trouble that i or close friends of mine have had in the past.
I ask for your feedback.
1. The Bee Incident / Alleged Refunds
2. Customer Service Attitude
Anyone else want to comment? I'm especially eager to hear any sort of confirmation on the "bee refund" rumor.
I ask for your feedback.
1. The Bee Incident / Alleged Refunds
There were very prominent rumors circulating on Monday and Tuesday that the Riv was offering to knock one day off of people's bill in recognition of the closed pool on Sunday night. PoolCon is something a lot of us look forward to, and i was seriously upset when it was canned.
I mentioned during my check-out that i had actually booked three rooms this weekend, most of which checked in on Wednesday and stayed all the way through. One was extended to today (Tuesday). This was all to give my team a chance to be settled early and relax afterwards.
I spoke to the desk staffer about the discount that was being discussed by many people. She denied this was taking place. A manager then came out, and also stated baldly to my face that this was utter fabrication.
I ask you... did anyone here get a discount for one night of their stay if you complained about the bees? I wasn't looking to knock all three rooms down, you dig? But when a total of 15 nights were on my tab overall, asking to see that shifted to 14 wasn't too out of line, in my view.
I mentioned during my check-out that i had actually booked three rooms this weekend, most of which checked in on Wednesday and stayed all the way through. One was extended to today (Tuesday). This was all to give my team a chance to be settled early and relax afterwards.
I spoke to the desk staffer about the discount that was being discussed by many people. She denied this was taking place. A manager then came out, and also stated baldly to my face that this was utter fabrication.
I ask you... did anyone here get a discount for one night of their stay if you complained about the bees? I wasn't looking to knock all three rooms down, you dig? But when a total of 15 nights were on my tab overall, asking to see that shifted to 14 wasn't too out of line, in my view.
2. Customer Service Attitude
I thank everyone who attended the Beer Cooling Contraption Contest. I particularly thank the people who offered up their team's personal thermometers (which some folk had for calibration and tweaking of their devices while running) towards use in overall scoring.
I had ordered a package of additional thermometers well in advance of the con. I requested delivery right to the con. They were small enough (naturally) to be in a basic Priority Mail letter envelope. Would you believe that at 10:40 PM on Monday night, as we were packing to leave, i got a message saying i had mail at the desk? I went down and was startled to see the thermometers had arrived, and i had totally forgotten about them.
Later when checking the web, i found that they had actually arrived and been signed for on Thursday the 30th.
Here's where i cannot begin to explain my upset... neither the night manager nor the day manager (the latter being the individual who denied any bee compensation above) would admit to me that the hotel had goofed somehow. I called and later stood down there multiple times with screenshots and web pages and other documentation -- long after anything meaningful could be done, naturally -- and they would never even admit that i was accurate in my version of the events.
I mean, fuck... there comes a time (especially when the damage is done and someone isn't being a dick but just asking to have their distress recognized) where you just fucking say, "You know what, you're right... we totally failed on this one. While we can't do anything about this right now for you, we're going to see to it that someone tries to come up with an answer for how this could have happened so that future guests are not similarly troubled."
Then the manager could just fucking do nothing, which we all know she would do anyway, but at least there's the illusion of being conciliatory. That's what blew me away this year... staff not even pretending to be sorry for inconveniencing us when the occasional screw-up happened.
I had ordered a package of additional thermometers well in advance of the con. I requested delivery right to the con. They were small enough (naturally) to be in a basic Priority Mail letter envelope. Would you believe that at 10:40 PM on Monday night, as we were packing to leave, i got a message saying i had mail at the desk? I went down and was startled to see the thermometers had arrived, and i had totally forgotten about them.
Later when checking the web, i found that they had actually arrived and been signed for on Thursday the 30th.
Here's where i cannot begin to explain my upset... neither the night manager nor the day manager (the latter being the individual who denied any bee compensation above) would admit to me that the hotel had goofed somehow. I called and later stood down there multiple times with screenshots and web pages and other documentation -- long after anything meaningful could be done, naturally -- and they would never even admit that i was accurate in my version of the events.
I mean, fuck... there comes a time (especially when the damage is done and someone isn't being a dick but just asking to have their distress recognized) where you just fucking say, "You know what, you're right... we totally failed on this one. While we can't do anything about this right now for you, we're going to see to it that someone tries to come up with an answer for how this could have happened so that future guests are not similarly troubled."
Then the manager could just fucking do nothing, which we all know she would do anyway, but at least there's the illusion of being conciliatory. That's what blew me away this year... staff not even pretending to be sorry for inconveniencing us when the occasional screw-up happened.
Anyone else want to comment? I'm especially eager to hear any sort of confirmation on the "bee refund" rumor.
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