Hampton Inn & Suites Complaint - Rude desk clerk - Customer service
Customer service - Complaint
We recently traveled to Waterville ME and I had booked my reservations there. We have stayed there on 2 other occasions without any problems other than very thin walls. When my daughter and I arrived after a long 6 hour car trip, we went into an empty lobby. The desk clerk, Doreen, was on the phone and did not look up or acknowledge us in any way. She clearly saw us but apparently was choosing to ignore us. She was on the phone attempting to rectify some problem with a "very upset guest" (per the manager's explanation via email after my complaint). She proceeded to stay on the phone for 25 minutes- yes I did time it as it was so incredibly rude- my daughter and I actaully had to go sit down in the lobby chairs. I finally approached her to ask how much longer and was told "just a minute". At this point I told her to cancel my reservation and she said "have a nice day" as we left. So besides being thoroughly rude to the customer standing directly in front of her, it was also obvious from her conversation that she couldn't assist this other person and said so several times. She kept telling her to call the manager on Monday but then would launch into another attempt to solve a reservation issues for April and September for this person. My complaint to the manager generated an email that defended the desk clerk as she was dealing with a "very upset guest" and then the majority of the email was about valuing customer service and was obviously not personalized but a cut and paste response- totally unsatifactory. I return emailed her again- no answer.