We had two rooms, the second room for a very good friend and his partner. We arrived early, were allowed to check -in, really good service from a young man from Bangladesh. He was really customer orientated and really interested in providing a good service. Room OK out to the back of the hotel, fairly good view. No problems. Room yes in a worn state but....for its position and age OK. We had a good first night. We went out into the city the next day and received a call from our friend saying that he could not check in because the room was in my name. I had stated when we checked in that this room was for the person checking in and was informed that this would be OK. He had a copy of the reservation and showed this to the front desk. I also spoke to the desk clerk and was informed that I needed to be there so that he could check in. What? I beg your pardon, Why? They needed to look at my passport?????????? Which they had seen the day before when I checked in. OK so let's stop sightseeing and cross London so that we could do this check -in. An afternoon wasted...Why? Due to incompetence. Don't get me wrong when I say that English is a simple language, I teach it, to future Hotel managers in Germany but understanding the intensity of the language when there are problems or difficulties can only be mastered somebody who is of mother tongue or ENL speakers. On your front desk you have every language covered, I am sure, but you need more ENL speakers and also more answerable shift managers. Customer service is important as you know. Your hotel lacks this service at times because of this reason.
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