POOR LEADERSHIP

<p>There was a strong possibility that my mobile phone and bank card were ****** at the hotel on Thursday 21 July 2016. It was in a secure area of the hotel. Despite an undertaking to do so, nobody was able to view the surveillance camera's in the area in question.</p> <p> </p> <p>I asked for Management to contact me. NO CONTACT was made. I then made contact via email. Despite my clear request, the camera in question was still not reviewed. FOUR (4) DAYS later, on Monday 25th, after another email from myself, the GM (Jerod Flaum) eventually called me to advise, in a very formal and matter of fact tone, that he no longer had footage of that area as the surveillance system overwrites itself every FIVE (5) DAYS.</p> <p> </p> <p>I was/am disappointed by the lack of urgency and that I was not first and foremost offered an apology or shown empathy following my experience. I accept that the hotel is not responsible for the loss of my phone, it is however, responsible for how it deals and communicates with me. In effect, by its tardy response, any reasonable and real opportunity we (and the police) may have had to gain clarity was undermined by poor Customer Service.</p> <p> </p> <p>On its website the company lists SAFE and SECURE as one of its VALUES. They can do more. It also claims a belief in GENEROSITY. Sadly, I did not experience: "we serve our guests with generosity".</p> <p> </p> <p>I believe the HOTEL GROUP and the CUSTOMER were effectively failed by a lack of Leadership.</p> <p> </p> <p>This is a real pity, as it was an otherwise satisfactory experience. If you are staying here, please be careful and don't expect too much love, care or empathy from Senior Management. I hope my feedback helps them to improve, despite my disappointment, I am trying to remain objective and constructive.</p>