STAFF need training. I am a manager of big company, and I travel a lot for my job. This experience was probably the only one that bothered me in the past couple years. I specifically made the reservation with breakfast included, but when we arrived, I asked the staff about it and they told me breakfast was not included. They told me that I need to file a complaint with Expedia after I showed them my reservation on my phone. This happened while we were waiting in line and another guest showed up. We were trying to explain the situation at the desk, but they didn’t acknowledge us or help. Instead, the other guest was served ahead of us and they didn’t correct that either. I was on different flights for 17 hours.
The next day I asked again about the breakfast issue, and it seemed like they were more focused on policing who was allowed to eat. They stood at the restaurant entrance acting like security guards, watching everyone who tried to go in. I didn’t care about the breakfast as much how staff handle the situation. I didn’t even make a big deal about it. I just asked a simple question, and I just asked whom I need to talk to about this matter.
