In response to this review, the owners and management team would like to apologize for any misunderstandings during the check-in process. As a smaller family owned and operated business we strive to greet our thousands of guests with courtesy and promptness. As such our management team mans the front desk 80 -90 % of the open hours and can solve any issues on the spot. There are no back of house managers.
We have processed thousands of hotel.com and expedia reservations over the past few years that we have been affiliated with these companies. All have gone very smoothly when the information is correct. When it is not it may take a few extra minutes to very information through the excellent tools provided to the property by the companies extranet services.
A few tips to guest who use these booking agents.:
You can book on their web site or their call centers. These centers are located all over the world. These agents deal with hotels all over the world. Thus the only information they have is that provided by the hotel
Under the guidelines and format requested by these companies.
Most common issues encountered by hotel personnel:
Guest booked wrong dates
Guest booked at another hotel
Guest believes they talked to someone at the hotel when they were actually talking to the call center
(“I talked to a woman at the front desk” No woman has been employed at our front desk for several years)
Guest has more guests upon arrival than were requested on their reservation
Guest did not realize there were 4 categories of rooms to choose from.
Rooms are listed as standard or superior and priced accordingly
(subjective categories like nice, beautiful, pleasing, quiet are not part of the system of booking choices)
At the Robinhood, all of these issues are handled to assist the guest in getting what they requested or thought they requested.
Helpful hints:
Always check the dates required
Make sure names are spelled correctly
(The only information we receive is a name and telephone number, no address, no credit card information
no price paid)
Note any special requests when the reservation is made or
Take a couple of minutes and reconfirm your reservation and make any special requests by calling the hotel
directly . Make sure you are actually talking to the hotel.
If there is a glitch in there reservation, be patient and calm and the person whose job it is to solve the issue
Will do so.
If you are assigned a room that you may not prefer, go to the front desk and request a different room if available, ask for an upgrade (at a different price point), or request assistance with finding a different hotel.
Do not wait until check out to voice these concerns.
As to the attached review:
The statements of “who in the hell you talked to”
“some clueless foreigner from somewhere over in Saudi Arabia”
“that’s what you get for booking on line not my problem”
No guest has ever been talked to in this manner and never will be.
Yes our hotel was sold out that weekend
Yes we had a child care area. This area is provided once every couple of months for Marriage Retreats given by the chaplains from the US Army base at FT Irwin, CA. The child care is provided by the Robinhood for these 2 days so that the parents can get a little time to themselves for meetings and private time. The noisy of 12 or 13 children playing together under the watchful eyes of a licensed child care staff
Can sometimes be noisy
The building that the standard rooms are in has recently received the following upgrades:
New linens
New flat screen TVs with HD service
New ceiling fans
Upgrades on furniture
Refrigerators and microwaves for each room
Repainting
Please take a moment to read some of the other reviews to get an idea of how the staff will always go the extra mile to assist our past, current and future guests