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Gaylord Palms Resort & Convention Center的点评
点评：A Confirmed Reservation Apparently Means Nothing Here
Our experience with the Gaylord Palms was completely unacceptable and, frankly, one of the worst examples of hotel management and customer service we have encountered.
Our flight into Orlando was delayed, so at approximately 7:00 p.m. I contacted the hotel directly to let them know that we were absolutely still coming but would be arriving late. During that conversation, I even reconfirmed our preference for a king room rather than two doubles, if one was available. I was told this would be noted on our reservation.
That was the perfect opportunity for Gaylord Palms to tell us there was a problem with our reservation or that the hotel had oversold its rooms. Instead, they allowed us to continue our travel and arrive at the hotel around midnight, exhausted after a delayed flight, only to be told that they had no room for us.
We were not the only ones. Multiple other guests were also being turned away.
What made an already unacceptable situation worse was the complete lack of empathy or genuine apology from the staff. Their solution was to hand us two taxi vouchers and send us to a Fairfield Inn down the street, then suggest that we return to Gaylord Palms the next day and keep checking to see whether a room became available.
Seriously?
We had a confirmed reservation. We had proactively contacted the hotel five hours earlier to confirm that we were still arriving. Yet somehow Gaylord Palms believed it was reasonable to leave us without a room at midnight, send us to a significantly lesser property, and then make it our responsibility to chase them the following day to see whether they might eventually honor the reservation they had already accepted.
We refused that offer and insisted that they find an appropriate Marriott property for us. Only after we pushed the issue did they contact the Marriott World Center and secure a room there. While it is still not the resort experience we booked and paid for, at least we had somewhere reasonable to sleep. We will not be packing up and moving back to Gaylord Palms today.
Hotels occasionally face unexpected operational problems. What is far harder to excuse is overselling a hotel, failing to notify confirmed guests, and then handling the consequences with indifference.
Had Gaylord Palms told us at 7:00 p.m. that they could not honor our reservation, we could have made alternate arrangements ourselves. Instead, they allowed us to arrive at midnight knowing there was a very real possibility—or perhaps certainty—that they would have no room for us.
For a resort of this caliber and price point, and one carrying the Marriott/Gaylord name, this was astonishingly poor management and customer service.
A reservation should mean that the hotel is reserving a room for you. Apparently, at Gaylord Palms, it does not.
Our experience with the Gaylord Palms was completely unacceptable and, frankly, one of the worst examples of hotel management and customer service we have encountered.
Our flight into Orlando was delayed, so at approximately 7:00 p.m. I contacted the hotel directly to let them know that we were absolutely still coming but would be arriving late. During that conversation, I even reconfirmed our preference for a king room rather than two doubles, if one was available. I was told this would be noted on our reservation.
That was the perfect opportunity for Gaylord Palms to tell us there was a problem with our reservation or that the hotel had oversold its rooms. Instead, they allowed us to continue our travel and arrive at the hotel around midnight, exhausted after a delayed flight, only to be told that they had no room for us.
We were not the only ones. Multiple other guests were also being turned away.
What made an already unacceptable situation worse was the complete lack of empathy or genuine apology from the staff. Their solution was to hand us two taxi vouchers and send us to a Fairfield Inn down the street, then suggest that we return to Gaylord Palms the next day and keep checking to see whether a room became available.
Seriously?
We had a confirmed reservation. We had proactively contacted the hotel five hours earlier to confirm that we were still arriving. Yet somehow Gaylord Palms believed it was reasonable to leave us without a room at midnight, send us to a significantly lesser property, and then make it our responsibility to chase them the following day to see whether they might eventually honor the reservation they had already accepted.
We refused that offer and insisted that they find an appropriate Marriott property for us. Only after we pushed the issue did they contact the Marriott World Center and secure a room there. While it is still not the resort experience we booked and paid for, at least we had somewhere reasonable to sleep. We will not be packing up and moving back to Gaylord Palms today.
Hotels occasionally face unexpected operational problems. What is far harder to excuse is overselling a hotel, failing to notify confirmed guests, and then handling the consequences with indifference.
Had Gaylord Palms told us at 7:00 p.m. that they could not honor our reservation, we could have made alternate arrangements ourselves. Instead, they allowed us to arrive at midnight knowing there was a very real possibility—or perhaps certainty—that they would have no room for us.
For a resort of this caliber and price point, and one carrying the Marriott/Gaylord name, this was astonishingly poor management and customer service.
A reservation should mean that the hotel is reserving a room for you. Apparently, at Gaylord Palms, it does not.
翻译：在这里，已确认的预订似乎毫无意义
我们在盖洛德帕姆斯酒店的体验完全无法接受。坦率地说，这是我们所遇到过的酒店管理和客户服务最糟糕的例子之一。
我们飞往奥兰多的航班延误了，于是晚上7点左右我直接联系了酒店，告知他们我们肯定会前往，只是会晚点到达。在那次通话中，我甚至还再次确认了我们的偏好：如果有空房的话，我们希望要一间大床房，而不是两间双床房。对方承诺这一要求会被记录在我们的预订信息中。
这本是Gaylord Palms酒店向我们说明预订出现问题或酒店客房已超售的绝佳时机。然而，他们却任由我们继续行程，结果我们在经历航班延误后疲惫不堪，于午夜时分抵达酒店，却被告知没有房间可住。
我们并非个例。还有许多其他客人也被拒之门外。
让本就不可接受的状况变得更加糟糕的，是工作人员完全缺乏同理心，也没有任何真诚的歉意。他们的解决办法只是给我们两张出租车优惠券，让我们去街对面的费尔菲尔德客栈，还建议我们第二天再回到Gaylord Palms酒店，不断询问是否还有空房。
真的吗？
我们可是有确认过的预订啊。五个小时前，我们就主动联系了酒店，确认我们仍会如期抵达。但不知为何，Gaylord Palms却认为在午夜时分不给我们安排房间、把我们安排到一家档次低得多的酒店，然后还指望我们第二天去跟他们交涉、看看他们是否会履行早已接受的预订协议，这些都是合情合理的做法。
我们拒绝了这一安排，坚持要求他们为我们另找一家合适的万豪旗下酒店。直到我们据理力争后，他们才联系万豪世界中心酒店并为我们订到了房间。虽然这仍不是我们预订并付款所期望的度假体验，但至少我们有个还算不错的地方可以过夜。今天我们不会收拾行李回到盖洛德帕姆斯酒店了。
酒店偶尔也会遇到意想不到的运营问题。但更不可原谅的是超售客房、不通知已确认订房的客人，然后对由此产生的后果漠不关心。如果在晚上7点时，盖洛德帕姆斯度假村告诉我们无法履行预订协议，我们本可以自行安排其他住处。然而，他们却任由我们在午夜时分才抵达，尽管他们心知肚明极有可能——甚至肯定——届时已没有空房可给我们。
对于一家档次与定价如此之高、且挂着万豪/盖洛德品牌的度假村来说，这种管理水平和客户服务水平实在糟糕得令人震惊。预订的意思应该是酒店为您预留一个房间。显然，在Gaylord Palms酒店并非如此。
我们在盖洛德帕姆斯酒店的体验完全无法接受。坦率地说，这是我们所遇到过的酒店管理和客户服务最糟糕的例子之一。
我们飞往奥兰多的航班延误了，于是晚上7点左右我直接联系了酒店，告知他们我们肯定会前往，只是会晚点到达。在那次通话中，我甚至还再次确认了我们的偏好：如果有空房的话，我们希望要一间大床房，而不是两间双床房。对方承诺这一要求会被记录在我们的预订信息中。
这本是Gaylord Palms酒店向我们说明预订出现问题或酒店客房已超售的绝佳时机。然而，他们却任由我们继续行程，结果我们在经历航班延误后疲惫不堪，于午夜时分抵达酒店，却被告知没有房间可住。
我们并非个例。还有许多其他客人也被拒之门外。
让本就不可接受的状况变得更加糟糕的，是工作人员完全缺乏同理心，也没有任何真诚的歉意。他们的解决办法只是给我们两张出租车优惠券，让我们去街对面的费尔菲尔德客栈，还建议我们第二天再回到Gaylord Palms酒店，不断询问是否还有空房。
真的吗？
我们可是有确认过的预订啊。五个小时前，我们就主动联系了酒店，确认我们仍会如期抵达。但不知为何，Gaylord Palms却认为在午夜时分不给我们安排房间、把我们安排到一家档次低得多的酒店，然后还指望我们第二天去跟他们交涉、看看他们是否会履行早已接受的预订协议，这些都是合情合理的做法。
我们拒绝了这一安排，坚持要求他们为我们另找一家合适的万豪旗下酒店。直到我们据理力争后，他们才联系万豪世界中心酒店并为我们订到了房间。虽然这仍不是我们预订并付款所期望的度假体验，但至少我们有个还算不错的地方可以过夜。今天我们不会收拾行李回到盖洛德帕姆斯酒店了。
酒店偶尔也会遇到意想不到的运营问题。但更不可原谅的是超售客房、不通知已确认订房的客人，然后对由此产生的后果漠不关心。如果在晚上7点时，盖洛德帕姆斯度假村告诉我们无法履行预订协议，我们本可以自行安排其他住处。然而，他们却任由我们在午夜时分才抵达，尽管他们心知肚明极有可能——甚至肯定——届时已没有空房可给我们。
对于一家档次与定价如此之高、且挂着万豪/盖洛德品牌的度假村来说，这种管理水平和客户服务水平实在糟糕得令人震惊。预订的意思应该是酒店为您预留一个房间。显然，在Gaylord Palms酒店并非如此。
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