Today we are going to be talking about one of the best hidden gems of the service industry, hotels.
Brad: BAR 5 Fam/ John: Jen Silvestain/ Samantha: Doug Beeman
Drink: Martinez (See Difford’s Guide)
Grand Hyatt Denver (4.5) Denver, CO
TripAdvisor (5) Jan 2023
Would definitely recommend the Grand Hyatt Denver to anyone visiting. The staff and facilities were great. Rachel reached out to us a couple days before and made our stay wonderful. Thanks again to everyone
BEHIND BARS WITH SAMANTHA:
IRD, mystery shoppers, brand knowledge (“For a Better You), environment knowledge, reviews (yelp, TripAdvisor and OUR hotel reviews)
Hotel Teatro(4.5), Denver, CO
TripAdvisor (1) Jan 2022
Hotel Teatro is rigid in their policies and un-compassionate and inflexible with their customers regarding any changes brought on by Covid outbreaks. They apparently do not value their relationships with their customers, with poor management focused only on profit at any cost.
It is incredibly poor management practice, customer service and business principles that Hotel Teatro could not be more compassionate with their customers in regard to unforeseen challenges and adjustments forced by the Covid pandemic on their customers. In our situation, Denver Center for the Performing Arts officially cancelled all shows of Loin King at 2:16pm on the 12/21/2021 adn given those circumstances and our lack of control over the timing of the DCPA cancellations, it was physically impossible for me to have met Hotel Teatro’s cancellation policy of noon on the 21st of December. I did what I could in good faith within a 24 hour window for notice, which was not reciprocated by Hotel Teatro.
We liked Hotel Teatro and are incredibly disappointed by their lack of consideration as to the circumstances of our cancellation. It is incredibly poor management practice, customer service and business principles that Hotel Teatro could not be more compassionate with their customers in regard to unforeseen challenges and adjustments forced by the Covid pandemic on their customers.
There are many other hotels in the downtown Denver area to consider. Think twice before booking with this hotel.
Response from Ronnie Rose, Guest Services / Front Office at Hotel Teatro
Responded Jan 7, 2022
Hi Susan. We can certainly understand why you are upset about the cancellation policy. As a lover of the theatre as well, I’ve had to contend a cancelled hotel/flight due to the show I wanted to see cancelling last minute and it was a headache and a half. We here at the Teatro try to make sure that our policy allows for flexibility as much as possible, while still protecting the hotel. As you may imagine, when theatre shows cancel and the hotel receives a flood of cancellations, we experience a loss of revenue that we use to pay our employees who work extremely hard to provide the level of service that you’ve come to know us for. That is why we do try to enforce the cancellation policy whenever possible. We are not without heart, however. Please call the hotel and ask to speak to Ronnie (the Front Office Manager) to discuss your complaint.
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