Spotty service especially as an ambassador aspire member. No usual upgrades — a very small cramped room and bathroom overlooking much construction and an arena.
No help with the bags, everything seemed like a hostel self serve type place severely understaffed and underserviced.
… No or wait a while seemed to be the preferred answer by front desk staff and we had to wait 12 hours, 3 phone calls and 3 trips to reception to ask about the extra bed they told us was prebooked into the computer system and requested us to wait for — each time told it was coming right up.
Breakfast at the lounge was cold with soft boiled eggs that sat out for hours and cold baked beans made my daughter sick but maybe that is the normal danish way of cooking those things. They seem very short staffed. Even when I emailed to complain to customer service — I was given an auto reply she was on vacation and out of office :) Evening staff was much more friendly and helpful than the morning staff but by then I had lost patience with all the waiting for nothing. Maybe it is just sundays like that with little staff? It was super quiet with not many guests so I didn’t quite understand why service was so terrible throughout the long waiting for housekeeping day. Finally around 10 pm after I pitched a fit and my children were starving — we recieved our extra bed they had made us wait for all day — by then the mall was closed and almost everything else in town but we managed to find some food at a bar still open — not the most child friendly situation. Broken glass in half the elevators which signs posted on them — in progress of being fixed.
My daughter was stuck in an elevator for ten minutes as her key card stopped working and it wouldn’t even go to the lobby without one.
There is great potential in the beautiful building space, remarkable indoor atrium and green leed certified design.
But staff needs some serious training about timeliness and service with an actual smile —
perhaps having a manager actually on duty and not on vacation could be helpful and add cohesion. From what I’ve read on other reviews — it seems you take a roll of the dice and things either go really well or really unwell. Management standard response to the reviews is sorry you had an unusual experience — that is very uncommon with our hotel — but it seems like a canned voice automated response with no personal warmth or real understanding of thier many ongoing service and maintenance issues. Hospitality and warmth could make a huge difference.
No usual upgrades — a very small cramped room and bathroom overlooking much construction and an arena. No help with the bags, everything seemed like a hostel self serve type place severely understaffed and underserviced. … No or wait a while seemed to be the preferred answer by front desk staff and we had to wait 12 hours, 3 phone calls and 3 trips to reception to ask about the extra bed they told us was prebooked into the computer system and requested us to wait for — each time told it was coming right up.
Breakfast at the lounge was cold with soft boiled eggs that sat out for hours and cold baked beans made my daughter sick but maybe that is the normal danish way of cooking those things.
They seem very short staffed. Even when I emailed to complain to customer service — I was given an auto reply she was on vacation and out of office :)
Evening staff was much more friendly and helpful than the morning staff but by then I had lost patience with all the waiting for nothing. Maybe it is just sundays like that with little staff? It was super quiet with not many guests so I didn’t quite understand why service was so terrible throughout the long waiting for housekeeping day. Finally around 10 pm after I pitched a fit and my children were starving — we recieved our extra bed they had made us wait for all day — by then the mall was closed and almost everything else in town but we managed to find some food at a bar still open — not the most child friendly situation. Broken glass in half the elevators which signs posted on them — in progress of being fixed. My daughter was stuck in an elevator for ten minutes as her key card stopped working and it wouldn’t even go to the lobby without one. There is great potential in the beautiful building space, remarkable indoor atrium and green leed certified design. But staff needs some serious training about timeliness and service with an actual smile — perhaps having a manager actually on duty and not on vacation could be helpful and add cohesion.
From what I’ve read on other reviews — it seems you take a roll of the dice and things either go really well or really unwell.
Management standard response to the reviews is sorry you had an unusual experience — that is very uncommon with our hotel — but it seems like a canned voice automated response with no personal warmth or real understanding of thier many ongoing service and maintenance issues.
Hospitality and warmth could make a huge difference.