Beware of the floor of the roof!! Last week I visited Mama Shelter with a friend. We were sitting on stools near the back and my phone slipped out of my hand and fell straight between two wood slats - underneath the roof. Why the flooring is situated so the wood panels are wide enough for a phone to fall through continues to boggle me. We immediately found management to explain what happened, they took our information, told us not to worry and that the engineer would be able to get the phone out the next day and to call in the morning. With the help of my friend, we called first thing the next morning.
Strike 1: Turns out, the front desk had not been informed of the situation - management hadn't passed along what happened despite promising to to do s. The man I spoke with then called the engineer who told him he did not have time in his schedule to deal with it until the following day, which would mean two days sans phone. So I drove over to the hotel to speak directly to them. I was then told they would need a second engineer (who arrives in a few hours) to get the phone out, but I would definitely have it by late afternoon. I left and went back home.
Strike 2: The hotel calls my friend shortly after to tell them they will not be able to get the phone out after all because "we can't reach it" and to relay the information to me. They offered no help in the least, nor did they offer to speak to me directly when my friend said that excuse was unacceptable. I then drive back to the hotel for the second time.
Strike 3: At this point, I am informed that no, they can not get the phone out (despite having told me several times over the course of the two days "this happens all the time!" which I still don't understand why this is used as a supposed positive, your roof should not be set up so poorly that phones, credit cards and jewelry are often falling through it!) and that it was my fault for dropping it in the first place. Supposedly the phone had fallen under a spot in the roof they did not feel comfortable reaching because "there might be wires under there." I was then told if I wanted to pay to have a crew come lift off the roof, I was more than welcome to do so. At no point did anybody offer apologies, monetary compensation, efforts to fix the roof's flooring so this would happen again, etc. The attitude of this man was beyond cruel and condescending.
I used to be a regular visitor of Mama Shelter, but I will NEVER be returning and as my friends are aware of what happened, as well as the inexcusable customer service, they will choose another rooftop to visit too. Though the phone slipping out of my hands was indeed my fault, management's treatment of me and handling of the situation was absolutely horrific. I hope nobody else ever experiences this.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.