En general la normal en Paradores. No sé el porqué pero la habitación me decepcionó. No esperaba que fuese tan pequeña y con un cuarto de baño tan justo.
En general la normal en Paradores. No sé el porqué pero la habitación me decepcionó. No esperaba que fuese tan pequeña y con un cuarto de baño tan justo.
I am a big fan of the Parador. But the reception at this Parador, particularly Jose Rodriguez have been rude and unprofessional.
1. There was an issue with my booking. I asked for the Parador Alcaniz to make a booking here at the friends rate. I was given the friends of Parador rate. I told them that I reside in Malaysia, was tired, did not have Internet, and could they book this for me.
2. I was told that this would be done. Later, I was told it was done.
3. At no time was I told that I needed to book on the internet.
4. I checked my receipt and found out I am not getting the special rate, nor the points. I made it clear that I was hoping to use the points to get a free stay. They just didn't care.
5. I understand that mistakes can be made and asked them to call the Alcaniz to sort it out on the basis the mistake was not mine.
6. They refused and Jose Rodriguez made it clear it was the Alcaniz Parador's fault. He told them I needed to make the booking on the Internet. I told him that I had not been told that this was an issue or I needed to fo it.
I find it unprofessional to blame a colleague and use that as an excuse not to resolve a situation. I explained that I was there when the discounted rate was given. I thought the price had gone higher so I asked the Alcaniz to double check on the Web. The numbers matched. So I asked them to go ahead on my behalf.
7. I explained that I understand that mistakes happen and suggested, either, thry cancel my reservation and I rebook (as I had Internet)), or he called the Alicanz Parador to sort it out as he was blaming them.
7. He absolutely refused. Sating it was impossible for a Parador to call another Parador. I find this astounding. I have a problem believing this. I asked his colleague (a young woman), who confirmed this was the case.
8. I explained I reside in Malaysia and this would cost me alot of money to call. He refused to call. Only after repeating this several times did he suggest using his phone. He then called a number which didn't answer on his phone.
9. I asked to speak to the manager. I was told he left, but he would be back tomorrow. I have asked that the manager call me immediately when he gets in at 8sm.
10. I then used my Malaysian number to call the Alcaniz number and they picked up immediately. They did say they will call to try to sort this out. Regardless of whose faultthos is, they treated me with courtesy and respect.
11. I am certain that the manager will not deal with this as required as I doubt he will be informed in your customer relations management system. I have made it clear I intend to leave tomorrow early.
12. I honestly feel that if I was not partly Chinese, living ina Muslim country (Malaysia), I would have been treated more seriously and without being treated in a contemptible manner.
13. I detest unprofessional contact. Blaming other colleagues. Refusing to help. Not knowing how to treat customers with courtesy. Stating they cannot call their other hotel (really?) For the record. Everyone in the hotelgroup have been wonderful - except the reception here.
What should have happened was as that happened in the Carmona branch. When I stayed there, :
A. They tod me about the Friends of Parador and the special stays.
B. They helped me Register (using the website) and booked my next Parador stay (recommended - and as stated and wonderful).
Proper professional where I felt valued.
This should not have been a problem. But it has become a bigger problem because I get the impression that the Asian/foreigner doesn't matter to the Parador group. I look forward to the manager here contacting me to resolve this first thing in the morning, Saturday, 23rd November, as promised.
Regardless of my perceived religion or ethnicity. I should be treated the same as everyone else and should not have to bear the consequences of what is an internal mistake.
On a further note
I could not have dinner because I needed to book through the reception and I did notvwant to deal with them again. This despite the fact that the location is wonderful.
I wanted to stay snother night but felt this was impossible as I felt so unwelcome because I was simply a nasty problem. For the record. All other aspects of this place is absolutely perfect.
I can be contacted on [email protected]. but I prefer my WhatsApp: +6017648404031. I look forward to what being a friend of Parador means.
