Επισκέπτης Χρήστης
29 Ιούνιος 2023
AC Hotel Ciutat de Palma has a lot of potential to be a great accommodation option in Palma. The hindrance is the quality of service of a particular receptionist. The hotel is conveniently located near shops, restaurants, and places of interest. It has a small parking space with very limited slots; but it is also about two blocks away from a public parking area. There is a small gym, too. The room itself has a good amount of space. The beddings are comfortable. The safety deposit box wasn't working due to low battery. There was no digital key contrary to what was advertised. David was the receptionist when we checked in. On the positive side, he granted us early check-in and supposed late check-out. However, the negative points are unacceptable. 1) He was very rude when we were accessing the parking area. The way he asked for the guest's (my) name on the parking's phone intercom was as if I was an intruder/thief who didn't belong there. 2) He was not open to feedback when we highlighted that the parking reservation system could be improved to ensure guests receive the parking space availability memo. He kept on insisting that he sent the memo, without acknowledging the fact that we didn't receive the message. He was defensive, aggressive, and confrontational. 3) He granted us late check-out; but didn't note it down for his colleagues. Cristina had to call us past noon on check-out day to see why we hadn't checked out yet. A hotel's front desk plays an important part of a guest's stay. It was our first day in Spain after a long flight; and David gave us an initial bad impression of Mallorca. AC Hotel can be much better if David's customer service skills are improved.
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