Stayed for 2 sets of 2 days while touring Western Australia. First time we arrived, there was no one to help us in with our bags. We were clearly struggling with all our cases but nobody offered to help. Wait for check-in was over 15 minutes as there seemed to be just 1 person dealing with guests. Got a room on the Executive Floor which was OK but not much more than that. The views from the room were stunning but we chose the Executive floor because of the lounge with coffee etc available. The lounge itself smelled of smoke and was quite musty. The coffee machine was broken and the breakfast we had there was barely acceptable. It was just the little things that annoyed us - things like the heating in the room being on full blast when we arrived on a day where it was heading to 35 degrees. We asked about the pool and found out it's actually in a Health Club next door where the staff seemed to be totally uninterested. The pool isn't heated. Had to ask for towels at reception and were told there weren't any available. Kicked up a fuss and eventually the manager came out with towels. Just seems a general lack of attention to detail. Whole hotel needs an update and a new attitude - maybe Marriott staff could train them!
Owner's Reponse
Dear Guest
Feedback such as yours is important to us as they afford us an opportunity to review our procedures and effect enhancements. Therefore I appreciate you taking the time in informing Rydges Perth to reflect a less than impressive stay.
Firstly let me apologise for the lack of service when you arrived, the Hotel consistently meets guest expectations and on this occasion we were unable to provide the level of service that you required and based on this feedback will be working on solutions to overcome any future delays at reception and availability of porters.
I apologise for the heating being on when you returned from the day, as standard protocol is not to touch any settings in the room when the room is serviced. I have marked this to the attention of the Executive Housekeeper.
The Executive floor is currently undergoing a complete refurbishment, particularly the food and beverage options available. I take on board your comments, however there is also an alternative to have breakfast in the CBD restaurant should the continental breakfast on offer not be acceptable due to no hot items.
The pool and gymnasium is located adjacent to the Hotel, however it is a fully equipped commercial gymnasium which no hotel based gymnasium could offer similar equipment and aerobic/pump classes complimentary as part of the accommodation stay. We have continual positive feedback on this offering and we are sorry that this was not communicated to you prior to your stay.
Rydges Perth is currently in the process of spending in excess of $4 million dollars on refurbishing the Hotel from new beds, carpets, curtains, occasional furniture, ergonomic chairs and the Hotel conference level. We are currently 50% completed and will be finished mid March.
I am sorry that our service standards did not meet your expectations on this occasion and will definitely be working on areas of concern
Regards
Simon White
General Manager
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