Fletcher Hotels
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Unprofessional front desk and lack of basic knowledge Amersfoort
As a front desk supervisor in another hotel, I know how essential it is to treat guests with professionalism and have a solid understanding of hotel systems. Unfortunately, I had two disappointing experiences at Fletcher Hotel Amersfoort, both involving the same receptionist. The first time, I asked to provide my credit card so that my restaurant charges could be added to my hotel invoice, including my VAT number. However, the receptionist clearly didn’t know how the system worked and couldn’t process the request so the charges were not added, and I didn’t receive the proper invoice. The second time, I had to wait 15 minutes at check-in because the receptionist was busy counting coins for the night audit, completely ignoring me as a guest. The next day, I asked for an invoice including my VAT number, but I had accidentally provided the wrong number. I contacted the hotel by email shortly after to ask for a correction, but they refused, claiming it was not possible. I have their response in writing as proof.(4th Jun) As someone who works with hotel software every day, I know very well that editing a VAT number on an invoice is absolutely possible. Every hotel system supports this. It’s surprising and disappointing to see such a lack of both customer service and basic training. I expected much better from a hotel chain like Fletcher.