During my stay at the Tuscany, from 19-30 August, the following problems were encountered:
*When I made my reservation, I informed Tuscany that my sister would be joining me for my trip in a nanny capacity, to watch the children, since the purpose of my trip was for government business. My reservation was for two adults and two toddlers. I also informed the Tuscany of the number of occupants in the room when I checked in, because my sister was arriving later than me and was going to be checking in separately.
When I checked into the room, I had to request extra towels, because there were not enough towels for the room occupants.
Each day, after housekeeping serviced the room (with inadequate cleaning), we had to call the front desk to request more towels. Consistently, each day, there were not enough towels for the room occupants.
When more towels were delivered, often the gentleman would wait awkwardly for a tip. Since I consider this a basic service of the room, not an added luxury or special request, I found this to be rude.
When I checked in, I requested two cribs. The cribs were initially delivered and set-up with sheets very promptly and the sheets were put on the foam mattress so the children could sleep on the sheets. After the first day, housekeeping would strip the crib foam mattress and would not replace the sheets. This would cause us to call the front desk to request sheets for the crib each time that housekeeping visited the room and cleaned, inadequately.
When the sheets were brought to the room, I had to insist that the staff put them on the crib. This should be standard practice. Again, the staff waited for a tip.
On Wednesday the 22nd, I went to dinner at Marilyn’s Café. The meal was good; however, when I tried to pay, the server was not able to charge my card. He informed me that I needed to pay at the front of the restaurant because his machine was down. I waited at the front of the restaurant for 30 minutes trying to pay for my meal because the staff was unable to get the machines working and didn’t start charging the meals to the room for almost half an hour. This was unacceptable. The restaurant should be prepared for simple things like credit card machine malfunctions.
I checked in on Sunday the 19th and my room was not vacuumed until the following Sunday, the 26th.
I complained to the housekeeper in building C on Friday the 23th, and the room was not vacuumed.
I complained again to the housekeeper in building C on the morning of the 24th and informed her that we would be gone until the evening and requested that the room be vacuumed. When we returned at 10pm that evening; the room had not been vacuumed.
I immediately complained to at the front desk. I also informed about my dissatisfaction with Marilyn’s Café and about my further dissatisfaction with housekeeping for the towels and sheets. He gave me a $40 comp to return to Marilyn’s and requested that I wait until the next morning to have to room vacuumed. He was concerned about the late hour and disturbing other guests with the noise from the vacuum. I understood his concern and agreed. He put in a notice to housekeeping to have the room vacuumed first thing on Sunday morning. (His customer service was the best in the hotel.)
At about noon on Sunday, I informed the housekeeper in building C that I would be taking the boys to the pool and would return in approximately 2 hours. I requested that she vacuum the room while I was gone. When I returned at 2:45 pm, my room had not been vacuumed. My sister complained to the Concierge office and she informed her that there was nothing she could do except try to get housekeeping to vacuum. At this time, I joined my sister in her office, with the boys in a stroller. When I initially attempted to talk to her, she rolled her eyes at me as if I were just another customer trying to get a discount by complaining. Each time I tried to explain my concerns to her, she interrupted me. I found it extremely rude that she continued to interrupt me and both of our voices elevated during the discussion. She stated that if I didn’t lower my voice she would call security because customers could hear us in the lobby. I told her it wasn’t my intent to yell, but that I didn’t care about the customer service for the other guests anymore, because the hotel hadn’t showed any customer service for me yet. As she called security, she stated, “What kind of parent would bring her child down here to complain? What kind of parenting skills are you teaching your child?” I found this comment to be a personal attack on me and extremely inappropriate. My husband is currently serving on active duty in the Army and is deployed. My son stays with me, even when I travel, because I try to be the best Mom that I can be. Her comment was completely offensive to me. No manager, in any profession, should personally attack a customer or question their parenting skills as an easy way to abort a conflict.
Before I arrived at the Tuscany, I coordinate to have a package shipped to meet me at the hotel. I called ahead to the front desk before I departed for Las Vegas and the front desk said that it would not be a problem to receive and hold a package for a guest. When I checked in, I was told that the bell desk receives and holds all packages. I informed the bell desk of the pending arrival of my package and continued to call each day until my package arrived on Tuesday the 21st. On Saturday the 25th, I finally received the message that my package had arrived. When I returned from my day trip that day, the message light on the phone was blinking and when I called to get instructions on checking the voice mail, I was informed of the message for the package. Now, this incident was relatively harmless, because I was diligent about tracking my package. However, this is not a timely or functional service for guests!