Staff not friendly at Hotel Europark

Posted on 10 November 2010 in Nuñez i Navarro Hotels

We recently stayed at Hotel Europark during October 2010. The quality of the hotel was good, however the staff was not welcoming and friendly.

As soon as we checked in we were treated very coldly. The staff member who serviced us lacked basic customer service skills. When we asked him about a form that we signed, he did not attempt to give us an answer.

During our four day stay, the staff never greeted us as we entered and left the hotel. With the exception of one staff member, the staff was cold and aloof.

The staff member who checked us out on October 24th at 7:00 am, never said thank you. He simply laid our receipt on the counter. We asked for an envelope for our receipt and he coldly placed it on the counter. He did not even place the receipt in the envelope. He watched as we folded it and placed the receipt in the envelope ourselves.

We asked the same staff member for directions to a nearby metro stop and he gave us incorrect directions. We almost missed our train to Madrid because of his inadequacies.

Overall, the quality of the hotel was good but we will never stay there again. On a scale of 1 to 10 we give this hotel a rating of 2 mainly because of the poor customer service we received from the staff.

Experience posted by DLGrace, Nov 2010.

  One thought on “Staff not friendly at Hotel Europark

  1. admin

    Dear Mss & Mr. Grace

    First of all, thank you very much for your comments. It is always good for us to receive feedback regarding our guests’ experiences and feelings, since it helps us to improve our service level.

    Let me express my sorrow for the problems you have suffered with the wrong directions to the metro stop. Near our hotel, there are three different metro lines, and the minimal misunderstanding could lead you to the longer path.

    Our attention to guests tries not to be insistent or effusive, but respectful, polite and efficient; without invading the privacy of our guests.

    Certainly our personnel must be prepared and with sufficient knowledge of the city to be helpful to any information that our guests need. If all of them have failed at you, it is really a sad and regrettable situation that must not return to happen. I will personally speak with all staff members, in order to make sure it does not happen again, and to polish some aspects of their attitude and commitment towards our guests.

    Once again, accept my apologies and be assured that it will not happen again.

    Xavier Giner,
    Director.

Leave a Comment

Your email address will not be published. Required fields are marked *

*
*