Hospitality Suite Resort / Scottsdale Az Complaint - Front Desk Staff
It is our understanding that this hotel's contractual agreement with Cosmos calls for the hotel to provide a room with two beds to every Cosmos tour member unless otherwise requested.
When my wife and I arrived at the hotel on the night of September 14, 2011, we found that our initial set of keys were for a room with only one bed. In addition, it was obvious that someone had recently been smoking in this same room. When I took the keys to this first room back to the lobby desk, I advised the two young men at the desk that for medical reasons, I needed a true non-smoking room with two beds. I also requested that they amend my then upcoming reservation for the night of September 24, 2011 to include a comment confirming my need for a non-smoking room with two beds. While these hotel representatives assured me they would act upon this request, I later confirmed that they failed to do so.
When the tour bus returned to the hotel on September 24, my first set of keys were for a non-smoking room that had only one bed. When I went to the lobby to again request a room with two beds, I waited until after he completed his discussion with a young lady, to speak with Mr. Lance Satrom. Because his response to my request was to again provide me the the keys to a room with only one bed, I quickly concluded that Lance hasn't got a clue when it comes to the hotel's contractual arrangement with Cosmos, how to use the hotel's operating system, or how to deal with people.
When I returned to the lobby a second time to again request a room with two beds, Mr. Satrom informed me that I had butted in line the first time that I spoke with him and that I was would just have to wait until he got through speaking with everyone else in the lobby before he would again attempt to address my problem. Because my wife wasn't feeling well and because I was afraid of what might happen while Lance tried to get his act together, I returned to the area where I had left her. It was then that I found that a bellman who only identified himself as Jason had opened up a room for her so that she could get out of weather weather exceeding 100 degrees. When I explained to Jason that Lance had once again screwed up, Jason asked me to wait with my wife while he took care of the matter. A short time later, Jason returned and provided us with the keys to a room with two beds. It was clear to both of us that Jason was the only hotel representative in sight interested in helping us.
At the present time, we are in the process of asking Cosmos to reconsider their future use of your facility. In the interim, you might want to consder: (1) promoting JaSON; and (2) getting rid of Lance.