Failed but not irreparable - Nobu Atlanta - Buy Reservations
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🤢 2/5 - Failed but not irreparable
By 👻 @Cherie H, 02/05/2024 3:00 am
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Booked this hotel through Amex FHR. The rate and additional perk of free valet parking was appealing and we decided to give them a try. Nobu is a fairly new property located in Phipps Plaza. It’s difficult to find and not ideally situated. Valet and bell staff are very efficient and courteous. Initial checkin was pleasant, but it is quite evident that the staff is new and not well trained. That being said most are eager, willing and have great potential. There were also signs that the hotel was under staffed, as we saw many employees that seemed to be working double shifts and one particular staff member, as we were told, had multiple performance issues, but had not been terminated. More on that later. Our initial impressions were good. The hotel lobby smells amazing and we were offered a lovely tea and hot towels. We received the FHR room upgrade to a higher floor executive room. When we arrived to our room it was clean, sufficiently spacious and well decorated. We unpacked and decided to relax a bit before dinner. Here’s where our pleasant experience takes a turn. First, the remote for the TV was missing, no big deal, called the front desk and one was delivered. Next, as we are relaxing a loud rumble starts to emanate from the HVAC system. It was so loud I recorded it and called the front desk. We were asked if we’d like them to send up the engineer. My first thought was, is this a rhetorical question? YES! 10 minutes later a gentleman arrives at our door. My husband tells him the issue and plays the recording. He literally stood in one spot frozen staring at the HVAC unit in silence, a long uncomfortable silence. Then the whiff of marijuana permeated the room and hit us in the face. This “engineer” after breaking his stare and silence finally spoke and said “ahhhh, I don’t know”. We immediately sent him on his merry, useless way and called the front desk. Now, we are concerned for our safety and very uneasy. The front desk apologized and relocated us to a different room. A downgrade from the original room, on a lower floor where we had the pleasure of having a front row seat to the roaring car and motorcycle sideshow that went on all night. Additionally, when the person from the front desk brought us our new keycard, we got an earful about the “engineer”. We were told that he’s been a “problem” for a very long time and they haven’t been able to get rid of him. Thanked us for exposing him, so they can finally do something. What?! Needless to say we did not sleep. I called the front desk to request that we be allowed to checkout without further charges. The gentleman we spoke to apologized profusely and asked if there was anyway that they could rectify the situation and give them another chance. But first he needed to wait for his manager to arrive. He was very kind and convincing, so we decided we would at least speak to the manager. When we let him know of our safety concerns about them having a “problem” employee he stated that “xxxx was harmless”. Clearly the entire staff knows about xxxx. He asked us how we knew about xxxx performance issues. I told him and he was rather appalled, as he should have been. Fast forward we spoke to the manager, who was gracious and professional. She said she needed to speak to her manager and would call us later. Apparently her empowerment is limited to $100. Lack of empowerment and training is a clear problem at this property. She then proceeded to tell us the range of accommodations that would possibly be made. We found this a bit premature and confusing considering she did not have the power to make such a decision. By the end of the day we were placed in an upgraded room and comped 1 day. A far cry from the range of outcomes promised, but acceptable. We were hopeful that our challenges were behind us, but no. We were charged for parking daily and had to call/message to have the billing corrected multiple times. Then after we checked out my Amex was charged for breakfast, which was included with FHR. I was told that they saw the error and it would be corrected. Disappointed to say, it has not and I’ve had to initiate a dispute with Amex. The bottom line is, we encountered so many employees who worked hard, were enthusiastic and had limitless potential. Unfortunately, from our perspective their talents are undeveloped as they are not trained or supported. As a corporation they are failing these folks. Also note, that this hotel has replaced its GM within a year of opening. Which tells me the problems are systemic and start at the top. This property does not meet the Nobu tradition of excellence or the Amex FHR expectation.
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