Customer Service Needs Work A review of Morongo Casino, Resort & Spa
I thought that the facility was attractive and clean. Room Decor was understated and spa like. Customer service however was terrible. I reserved two rooms. Check in is at 4:00 p.m. I was able to check into one room. The other was still being cleaned and was not available until 5:00. The Keys provided for this room did not work and it had to be rekeyed twice. It was quite interesting to see maids in the hallway as we were leaving the rooms standing around discussing local job openings while other rooms were waiting to be cleaned. This was around 6:00 in the afternoon. Considering the fact that the hotel was completely booked I felt somewhat fortunated that we could get into the room as early as 5:00. All of this I could have overlooked.
I could not overlook a 10:30 p.m. knock on my door for turn down service. I was tired and had just gone to sleep. When I opened the door the maid stuffed a couple of chocolates in my hand and said "oh you were asleep?"
Upon check out I informed the front desk of the problems I experienced. She did apologize and told me that turn down service is between 7:00 and 8:00 p.m. and said she would report the problem. But no offer to compensate us in some way for the inability to check in on time.
Finally, we enjoyed the buffet offered at the resort although we thought it was a bit pricey. The cafe, which was reseanobly priced, was not very good at all and most of it was cold. We chose not to eat any additional meals at the resort.
I will refrain from discussing the other amenities offered by this facility and I did not try the spa. Overall I could not recommend this resort.