Hotel overall facilities are dated but functional. Room noise insulation is poor. My room is located next to the lift, I can hear every guest exiting/entering the lift, not to mention traffic outside the hotel. Breakfast is decent. Overall great location, close proximity to Amman citadel.
One major incident I experienced: My reservation is on 29/12-30/12. I arrived at the hotel around 9pm, after a five-hour drive in adverse weather, only to be told by Laith the front desk manager there was no record of my reservation and requested me to contact Trip.com to resolve. He showed me a different booking with my name made by Trip supplier Travco on 29/11-30/11. This is an obvious typo by Travco. The email communication is between Travco and Hotel Toledo. Shouldn’t the front desk contact Travco directly to resolve the issue instead of asking the customer to contact Trip?
I understand the work flow is customer ＞ Trip ＞ Travco ＞ Hotel Toledo. Asking the customer to contact Trip is going in circles and not the most efficient since mistake is by supplier Travco.
Initially, Laith refused to accept it’s a typo and insisted the person with the same name as me has checked in on 29/11-30/11. Despite the circumstances and the obvious inconvenience, Laith chose to rigidly hide behind hotel policy, I was not allowed to check in unless I pay a deposit of 60 JD. I refused as I had already fully paid for the room.
I was kept waiting at the reception for 1.5 hours while Laith reviewed the issue, which was eventually confirmed to be a typo made by the third-party agent Travco. Also Laith confirmed that 29/11-30/11 was a no show. An hour ago he mentioned the person has checked in on the above date was a lie.
The mounting frustration was too much for me to bear. Yes, I raised my voice and created a scene. I mentioned from the start and repeated 5 times it’s a typo by Travco. Laith took 1.5 hour to accept. The final straw is audible verbal profanity from Laith himself (To Laith: I did not audibly mention profanity, it was up to what you interpret from my mouth). Laith threaten to call the police, citing I was creating a scene in the hotel.
This behavior was unprofessional, unnecessarily confrontational, and unacceptable in a hospitality setting. It demonstrated a total lack of customer care. This is not a government office, Laith could have taken a softer approach to allow the guest to check in, while he proactively resolve with Travco, not asking guest to call Travco! Not debating about typo with guest!
My reservation was fully paid and non-refundable, yet I was left standing at the reception for 1.5 hours due to errors made by Travco and decisions taken by Laith. The situation was mishandled from start to finish, and my frustration was a result of being forced to endure an unnecessary and avoidable ordeal.
This was hospitality at its worst.
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