Our reservation was made in writing by email. From the start, we found that the ”central” national reservation system is not the best, since only the top owner of my reservation email was sent to the destination hotel from the headquarters, therefore, my reservation was made. not in my name, but in the name of my wife (?) who I named only, because I traveled with her. The receptionist on that shift, at noon, Saturday, November 5, 2022, did not know my name nor that I was the one who had made the reservation. I mean, my reservation in writing and in advance, was not received completely and in a good way, at the Diego de Almagro hotel in Osorno (?) Then, when we arrived, around 1 pm, the receptionist, like he got upset because We arrived at that time, as my wife was going to lunch, almost in front of the Hotel, at the Osorno country club, to meet with her classmates from the German school in Osorno... She told us that the Room was not yet made up and we had to return at 2 pm. All this, in a tone, I repeat, like an angry guard... We believe that this young man, on that shift, at the reception of that hotel, deserves to be given an urgent course in customer service, listening to customers, visualizing their concerns, manners, empathy, experience in hotel service, ontological coaching, etc, etc etc. We want to state here that we, normally, in all our trips throughout Chile, in Arica, Iquique, Coyhaique, Puerto Montt, etc., use this hotel, therefore, something similar has never happened to us. It is a specific case, although very unpleasant, since the receptionist is the face and ”official welcome” of the hotel. It is the inaugurator of the ”experience” that we will live throughout our stay... and his tone and his chosen words were very basic and unpleasant. My wife, upon arriving at the hotel, wanted to rest a little, change her jacket for her lunch, which was at 1 pm, touch up, etc... The receptionist never asked her if she had any requests. He only limited himself to imposing the hotel's rules... My wife and I think, based on our own professional experience, related to tourism, hospitality, service, health, teaching and communication, that the reception given to us, for That receptionist had a negative impact on our experience throughout that Saturday in Osorno, until the other Sunday when we paid and left... Finally, we want to make it clear that the food service served me very well during my lunch. of that day, Saturday, Nov. 5, at approximately 2:15 p.m., when my wife was sharing with her classmates... As compensation: We sincerely await a response from the general management at the national level and the reservation management of the Diego hotel of Almagro Chile, to modify our opinion and decision Atte.,
Excellent
31 Reviews