The Monterey Plaza Hotel
400 Cannery Row
Monterey, CA 93940
(831) 646-1700
(800) 334-3999
0/5 Stars
The Monterey Plaza Hotel, A nightmare!
We had the great misfortune to stay in the Monterey
Plaza Hotel in the last week of May 2007. We were on a 16 night flydrive
holiday and had stayed in some of the best hotels in California, Nevada, and
Arizona. We were looking forward to staying at the Monterey Plaza but the
visit turned into our worst nightmare. We were to stay the last three nights
before returning to the UK. First impressions were good. The hotel was in a
lovely location and as we drove up there were plenty of staff to relieve us
of our luggage and car, valet parking. Reception was empty so we were shown
to our room within a few minutes, this is when the trouble began.
As soon as we walked into the room we could not help
notice how warm it was even though the outside temperature was in the mid
sixties. The ceiling fan was already on and there was a portable fan already
placed near the bed. We checked the wall thermostat but it had a message on
stating that it was for heating only. The porter confirmed our fears that
the Monterey Plaza Hotel did not have air-conditioning. He said the absence
of air-conditioning was not a problem (1) as it was needed. Because we are
situated on the beach all that we had to do was open a window. Unfortunately
for us we had booked a Cannery Row room which was directly over "The Strip".
Upon opening the window we were inundated with the sounds of the Strip,
people talking, V8 muscle cars showing off etc, and it was only mid
afternoon. Opening the window was not an option. Reception refused to move
us so we asked for the Duty Manager.
Jennifer, The Guest Relations Manager, said she wasn't
going to do anything about our problem. In an attitude commonplace at the
Monterey Plaza she told us we could either pay more or stay where we were.
When asked why there were no warnings on their website that the hotel did
not have air conditioning she said none of the hotels in Monterey had
air-conditioning (2) and that it wasn't needed (3). She added that even
though the presence of the additional fan in the room indicated there was a
problem there wasn't one (4) and that the hotel hardly ever received
complaints about it (5). Surprised by her rude and uncompromising attitude
we decided that there was obviously nothing else we could do, Jennifer had
told us there was nobody else we could speak to even though it had just
turned five pm. We decided not to let that spoil our holiday and took a tour
of the hotel and decided that the first night we'd eat in the bistro cafe
and the main restaurant on the second night. We made reservation enquiries
and started to wind down after driving for hundreds of miles. About six or
seven we went to the cafe, which is immediately adjacent to the restaurant.
We asked to look at the wine list and but it was very limited and not the
same as that advertised in the bedroom literature pack. We made a selection
but was told that it wasn't available. We were then presented with the main
restaurant wine list and asked which wines were available. Nobody knew. We
then asked which wines were available from the bar that were cold and that
we could have now. We then made our selection. All this made some girls
sitting at the bar laugh and giggle. The bar staff and waitresses also found
it funny but kept their sniggers to themselves. The bar staff and waiting
staff appeared to us to know the girls sitting at the bar intimately,
hugging and touching them. Although we appeared to be one of very few
customers the bar and waiting staff had little time for anybody except the
two girls sitting at the bar. When our final wine selection eventually
arrived on the bar counter we watched it for several minutes before
eventually asking the staff whether it was ours. The barman confirmed that
it was ours but it was several more minutes before it travelled the few feet
to our table. Worse was to come. Shortly after the wine arrived so did our
starters. Just as we started to eat our starters we were surrounded by
several members of staff, including the restaurant manager, all holding our
main course and attempting to serve it. Looking at them in disbelief the
waitress asked if they could serve it. I told them that the starters had
only been served seconds before. I was then asked by the waitress, more than
once, "What do you expect me to do with it?" After replying that she
shouldn't be asking me the restaurant manager said he would take them away.
Even more looks, sniggers and giggles from the girls and staff from the bar
a few feet away made it impossible to carry on with our meal.
I asked our waitress to call Jennifer. "I don't know
any Jennifer" she replied. "She's the duty manager" I explained. "Never
heard of her" she replied but agreed to call her. After a short while she
appeared with a man who introduced himself as "the manager". After even more
of a circus act the duty manager was called. This time somebody called
Kristina. Asked if she was aware of our previous complaints she said she
wasn't. Unable and unskilled to help in any way she agreed to inform the
General Manager that we wished to see him the following morning. She told us
he was usually in early.
Unable to sleep, or even eat in the hotel we felt we
had no alternative but to check out. The porter helped us with out luggage
and we got a taxi to the Marriott Hotel, which had air-conditioning. By the
time we arrived the restaurant had closed. The only place to eat was the
sports bar, which after inspection, had only people drinking in. We then
spent a horrible night never to be repeated.
Taking another taxi back to the hotel in the morning I
askeed to see the General Manager. The receptionist told me that "he wasn't
in today" (6) When I said that I was told that he was was in earlier she
confirmed that he was in, but had gone out, and when I suggested that nobody
would know when he will return she said that was correct. (7) At this point
yet another manager appeared, introduced himself and said he was getting the
operations director. At last, maybe somebody with authority and sense to
resolve this shamefull situation. NO. He introduced himself and I asked what
he knew about the events of the previous day. It turned out that he knew
most of it which saved me from repeating yet again, the list of disgraceful
events. Contrary to what the staff tell the guests he confirmed that the
lack of air-conditioning was a great concern to Woodside Hotels. He actually
said it was "top priority" contrary to what they tell their staff to tell
guests and that it was planned to be installed next year. Like Jennifer I
asked him why he didn't warn potential customers that the hotel did have
air-conditioning but he could not answer. I told him that we thought it was
totally dishonest especially as they know there is an issue. I also told him
that in the UK hotels guests have a right to a room that is not noisy and to
advise them to open their widows onto "The Strip" would be unacceptable. He
said he totally accepted that the treatment we receive was unacceptable and
that it had ruined our holiday. He added that he was not just saying these
things but that "action" would be taken. Unfortunately that didn't help us.
Asked what he was going to do about everything that had happened to us he
said he had already compensated us by not charging us for the meal or
accommodation. When I pointed out that we didn't eat the meal or use the
accommodation he said that was all he was prepared to do.
As a former hotel manager myself I told him the least
he could do was to offer a written apology and an upgraded room and perhaps
a complimentary meal. That's what I would do or any manager worth his salt.
This would be the bear minimum. He replied that he wasn't prepared to do
anything at all and expressed his opinion that he thought we wouldn't want
to stay in his hotel anyway. Having no option but to try and find a hotel on
memorial weekend we asked for our car and prepared to leave with nowhere to
go. Our rental car was brought around and upon inspection had damage done to
it. The offside front wheel arch had significant damage to it that had not
been there the day before. Not only that but the damage was not consistent
with a vehicle collision or bump. The dents or crumpled metal appeared to us
to be a deliberate attach by a person intent on causing damage. I
immediately pointed this out to the porters. They denied everything and
called "The Manager". Yet another manager appeared and the first thing he
said was that the damage could not have been done in the hotel because "it
was on the right hand side" (8) suggesting that only damage on the left hand
side could be committed by the hotel. He went on with even more ludicrous
comments. He too had not handed over from the previous duty manager and knew
nothing of our problems. He also said he didn't know who the Operations
Director was that we had just been speaking to. He said this was because the
Operations Manager was new as "the other one had left". We decided it was a
waste of time and effort to try and communicate further and the sooner we
left the Monterey Plaza Hotel & Spa the better, so left.
I worked in the hotel industry for twelve years. I
have worked with managers good and bad. The worst managers I have ever
worked with were the ones that hid behind their staff. The most important
thing to them was never to meet a guest, unless they were making
compliments. The worst manager I ever worked with would punish his staff if
a guest making a complaint ever got near them. It's obvious to us that John
V Narigi, Vice President & general Manager is one of those managers. Shame
on you. We don't blame the staff at the Monterey Plaza Hotel for their
failings. A hotel staffed by trainees and work experience students allowed
to drink in the hotel bar is testament to bad management Mr Narigi. Hotel
management top heavy with managers with bad attitude is a disgrace Mr Narigi.
The we are the best hotel in Monterey because the others are so bad attitude
is also a disgrace. Woodside Hotels are a disgrace. If this three or four
hotel chain was in the UK I'd probably take them to the county court. As it
is we will have to settle with publicising our misfortune on the internet so
that others do not fall for the same con and all the lies (in brackets). On
our return to the UK we received an email from the General Manager, John
Narigi. It said this:
Thank you for visiting the Monterey Plaza Hotel & Spa. Our
goal is to exceed our guests' expectations at every
opportunity (9). Please click the
following link to access our on-line comment card and provide
us with any observations or experiences from your visit that
would help us to serve you better in the future
(10). Perhaps there is an
associate that you would like to commend for exemplary service
during your stay. We value your comments and appreciate your
patronage (11). We hope you will
visit us again in the future (12).
We have travelled the world and stayed in some of the
best hotels there are. We also stay in bog standard Travel Lodges and the
occasional package holiday to Tenerife etc. I have lived my life in hotels
but nothing compares to Mr Narigi's shameful and crooked hotel and those
endemic attitudes, no matter how many awards the hotel wins, by default.
Footnote: The Monterey Hotel & Spa is a hotel with an
enviable position on Cannery Row. No other hotel in Monterey has such a
position. The hotels in Monterey are generally poor and of the two or three
star variety. Because of this the Monterey Plaza is unrivalled in it's
position and star rating. However it is badly managed and is owned and
staffed by managers with extremely bad attitude with no willingness or
incentive to resolve guests complaints. Only stay there if you can afford
the top end of their room packages. Do not expect the service they claim to
provide and eat and drink outside the hotel. If you do have a complaint do
not bother to speak to anybody or you may risk damage to yourself and your
property like we did.
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