TOP HOTEL UNDERCOVER
RESERVATION: Monday, 3.05pm The phone was answered promptly and when I asked about room reservations I was put on hold to be connected to the right person in a reservations call centre located outside the hotel and connected to the hotel’s central reservation system. This connection however took me to an answering service which asked me to be on hold after I was done with the call in order to participate in a survey. So while I waited to be reconnected, I was disconnected! I called back, and the exact same thing happened. The third time I called back and told the person on the other side that I hadn’t been connected the first two times. Again I was put onto the voice asking me to take the survey at the end of the call but thankfully the call went through to reservations this time. The reservations assistant was efficient with all the information I needed as well as offered more suitable options for me to choose from in terms of available rooms and preferences. Since this is peak summer, the rates are quite low all over the city. I reserved a room at AED 680 plus service charge AED 68 and government fees AED 68 and the Tourism Dirham of AED 20 per night totalling to AED 836 including breakfast. Evaluation: Despite the initial hiccup, everything else was handled very well. Good.
CHECK-IN: Tuesday 4pm As I approached the hotel that afternoon, the the twin towers are unmistakable from afar. Coming closer to the property I saw that there were a large number of cars coming in at the valet, and there were lots of people also near the entrance plus as I went to the check-in desks they were all full and had people lined up at each desk waiting to be served. It looked extremely busy! A short wait later we were checked in smoothly. I asked the lady checking us in that it was quite a busy time even though it’s in the afternoon and summer time. She laughed and replied that in fact today was one of their quieter days! Evaluation: Excellent.
JULY/AUGUST 2014 5
Top Hotel Middle East is a bi-monthly business journal for senior level hoteliers, hotel owners,...