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Incompetent management
狼溪高尔夫俱乐部的点评
点评：Wolf Creek
Perhaps the worst customer experience I’ve ever had—so poor we left without playing.
Before booking, I called to confirm that left-handed rental clubs were available and was told yes. I also noted in the reservation’s “special instructions” that I needed stiff shafts. After driving nearly 90 minutes from Las Vegas, we checked in (a $820 twosome with rentals). The staff at check-in and bag drop both confirmed they’d provide stiff shafts. Yet when the clubs arrived, they were regular flex.
Only then were we told there were no stiff-shafted left-handed clubs. The head pro, Matt Wieland, dismissively said “everyone knows” they don’t carry them—contradicting his own staff who clearly did not. He said, nobody reads those special instructions on the website. His attitude was condescending and indifferent, suggesting we could simply play elsewhere and get a refund.
A competent manager would have apologized and offered to waive the rental fee; we would have stayed and played. Instead, he lost the club over $820 in revenue ($750 if he comped the one set of clubs) and tarnished their reputation. Poor leadership and customer service—unworthy of any business.
Perhaps the worst customer experience I’ve ever had—so poor we left without playing.
Before booking, I called to confirm that left-handed rental clubs were available and was told yes. I also noted in the reservation’s “special instructions” that I needed stiff shafts. After driving nearly 90 minutes from Las Vegas, we checked in (a $820 twosome with rentals). The staff at check-in and bag drop both confirmed they’d provide stiff shafts. Yet when the clubs arrived, they were regular flex.
Only then were we told there were no stiff-shafted left-handed clubs. The head pro, Matt Wieland, dismissively said “everyone knows” they don’t carry them—contradicting his own staff who clearly did not. He said, nobody reads those special instructions on the website. His attitude was condescending and indifferent, suggesting we could simply play elsewhere and get a refund.
A competent manager would have apologized and offered to waive the rental fee; we would have stayed and played. Instead, he lost the club over $820 in revenue ($750 if he comped the one set of clubs) and tarnished their reputation. Poor leadership and customer service—unworthy of any business.
翻译：狼溪高尔夫俱乐部
这或许是我经历过的最糟糕的客户体验——糟糕到我们都没打就走了。
预订前，我打电话确认是否有左手球杆出租，对方回答说有。我还特意在预订的“特殊说明”里注明需要硬杆身。从拉斯维加斯开了将近90分钟的车，我们终于到了（两人一组，包含球杆租赁，一共820美元）。办理入住和行李寄存的工作人员都确认会提供硬杆身。然而，球杆送来的时候，却是普通硬度的。
直到这时，我们才被告知没有硬杆身的左手球杆。首席职业教练马特·维兰德（Matt Wieland）轻蔑地说“大家都知道”他们没有这种球杆——这和他自己的员工的说法自相矛盾，显然员工们并不知道。他说，没人会去看网站上的特殊说明。他的态度傲慢无礼，冷漠无情，还建议我们去别的地方打球，然后要求退款。
一个称职的经理应该会道歉，并提出免除租赁费用；我们本来会留下来继续打球的。结果，他不仅让俱乐部损失了超过820美元的收入（如果他免费赠送一套球杆，也只能损失750美元），还损害了俱乐部的声誉。糟糕的领导和服务——根本不配经营任何一家企业。
这或许是我经历过的最糟糕的客户体验——糟糕到我们都没打就走了。
预订前，我打电话确认是否有左手球杆出租，对方回答说有。我还特意在预订的“特殊说明”里注明需要硬杆身。从拉斯维加斯开了将近90分钟的车，我们终于到了（两人一组，包含球杆租赁，一共820美元）。办理入住和行李寄存的工作人员都确认会提供硬杆身。然而，球杆送来的时候，却是普通硬度的。
直到这时，我们才被告知没有硬杆身的左手球杆。首席职业教练马特·维兰德（Matt Wieland）轻蔑地说“大家都知道”他们没有这种球杆——这和他自己的员工的说法自相矛盾，显然员工们并不知道。他说，没人会去看网站上的特殊说明。他的态度傲慢无礼，冷漠无情，还建议我们去别的地方打球，然后要求退款。
一个称职的经理应该会道歉，并提出免除租赁费用；我们本来会留下来继续打球的。结果，他不仅让俱乐部损失了超过820美元的收入（如果他免费赠送一套球杆，也只能损失750美元），还损害了俱乐部的声誉。糟糕的领导和服务——根本不配经营任何一家企业。
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