If you could provide further information via email to regarding the frond desk staff and the date you were at the resort, we could investigate the information provided further. All feedback is important as this allows us to recognize and support our team members to continue to strive to meet the needs and expectations of all of our guests. I deeply apologize for what you experienced as this is not River Rock Experience that our guests come to receive from us. It is our goal to provide impeccable service from the moment you step into our hotel, and I'm disheartened to hear about how you feel about the resort. Thank you for your attention.ĭear Valued Guest, Thank you for taking the time to share your thoughts with us. This is a serious matter and should not be handled lightly. I really am usually a really nice person and I forgive minor mistakes. At least someone with better manners and respect. Do you not even feel guilty after the way you have talked to me? There has got to be way better front desk agents out there. If not do if for the clientele, do it for yourself. I can't believe that this happened at the only resort in the lower mainland. All I felt was like a truck of garbage dumped down on me. In this situation, I did not feel any care. I understand that she might've had a terrible day and was just 'NOT HER DAY', but what type of excuse is this in front of a guest? Even if you are on the phone, you need proper etiquette, even more than if there is a guest in front of you, in order for the listener to feel valuable and cared for. I had very high expectations and standards for this hotel until this moment. I am extremely annoyed and disappointed with this hotel at the moment. She could've anticipated and made this situation so much better for the both of us. As a front desk agent at a 4 diamond 4 star hotel, how can you treat your clientele like that? People at McDonalds or Starbucks have way better service than this. I usually do not write reviews but this was truly unacceptable. All I was asking was to write my name down so that I'll have a chance to speak to someone later on. But the front desk agent at that time, She was unbelievably rude to me. I called the hotel tonight at around the 5:00-7:30 time slot.

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