Twelve in CP needs to get a new staff!
by Radar F. - Posted Sun June 1, 2008 @ 12:00 PM
The time it would take me to go through all of the details of my horrible experience to my stay @ the 12 Centennial Park is more than I have to spend. So I will make it brief. I flew into Atlanta thinking that I was booked @ the 12 Atlantic Station (where I often stay and also have 6 of my clients with residental properties in that location). I had a driver take me to the Atlantic Station location. However my clients travel agents booked me @ the CP location and I though okay cool, I have heard it would fine. I arrive and K**** and P**** were @ the front desk. They ask me for my credit card for additional charges and I asked them if my client had the room prepaid for and charge should be help They explained that for security reasons they would need to see the credit plate and a picture ID for the person who reserved the room. I explained that my client was in Lake Linear @ football practice and that his travel agent stated all was handled. P**** was very rude about it and K**** calmed me down got the authorization form and faxed it back to the travel agent. Upon P****'s getting it back she told me she still need a photo ID and credit card to swipe. I was exhausted and not in the mood for resolution. M**** is a new guy for the Falcons and I know that really does not matter to you at this time. However it matters to me because I chose to have him spend his money at this brand. We did not have to stay we chose to stay. So I told K**** fine just put it on my card she told me that she would handle the change out upon M****'s arrival. She did take care of swiping his card and verifying his ID. She apologized for any and all inconvience. Then we went on to our meeting with Coke in your dining area later that evening. The next day when the photographer arrived he called me to find out if he could take the train to CP from the airport and K**** answered and told me yes. I ask her to make sure his room was ready to go because he was going to be exhausted and I wanted to verify that we would not have to got through the same challenges as the prior day. She then told me that we would have to do the same thing as we did upon my arrival because the room was not pre paid for. I asked her to please look at the reservation and verify that the same card reserved both rooms. She said that she did see that however she needed the same authorization form signed and faxed again because the torn the other one up after he came in and showed his id and credit card. I instantly got angry. I told K**** that I would not be able to have him drive back down there again when she and P**** both saw his card and id the day prior. It is about being proactive and working with me. Something just make sense. Still they made him resign another form and then did a verbal verification and then called him back and told him he needed to come back in to show his card. The hotel was not booked like that and they certainly did remember and I can promise you they will remember when you ask them about this incident. Other issues were the fact that the phone operators on Tuesday night were missing in action. I had 3 different people calling my room and the main line just rang. I called after 11 to order food the same night and th Voicemail for in room dining came on 3 times. I called the front desk and that young lady took my order and brought my snack. Wednesday was the day we ask P**** if they had a different room or area that we could take photos in she stated she was not authorized to do that and that maybe the people on the residental side could help me. She took us over there and anf G**** was very standoffish about the whole thing. I could tell she did not want to work with me. I explained to her it would be a few canidid shots nothing crazy. She told me she would check and get back with me. E**** the photographer asked if we could still see the condo models. S**** was wonderful and she really made me feel like I was @ Atlantic station. I told her how our production staff had booked over 400 hundred rooms in the past five months in the other location and had been treated with open arms. I knew before we left that they would not be calling your PR for the residental side. Had she known that American Airlines Magazine would be using these photos for the cover, would her attitude be different. It should not be and upon me calling her the next morning she so much as told me that it did not matter. The answer is no due to bad experiences prior to us. I am mad that I stay there for 4 days along with the photographer. I am made that we spent money dining there. I am made that I have bragged about the hotel. You guys really dont care and I felt it on this visit. What took the cake and set my heart on fire is R**** or whatever the assitant GM's name is (J**** was on holiday in Scotland). He need culture diversity training if he plans on working in the USA and in Atlanta. He was rude to the photographer and my client who was paying for us to stay there. He was loud and I personally had to had a talk with him to diffuse his temperment. He did not try to compromise he could careless. They where standing off to the side in the front entry not blocking anyone and taking photos for under 7 mins. He got on the elevator as we were heading back upstairs to argue with me. I told him that I understood the he has a job to do and that is to enforce all policies in the absence of the GM. It was not about him enforcing the rules it was the was he verbally handled the situation. His whole tone was wrong. I am so angry about this whole visit. I cannot believe I was treated this way.
O and then my other client comes up to the hotel and her 3 year old get his had smashed in the elevator door (there is and incident report)