The customer service was truly disappointing. We had a difficult situation while traveling in a foreign country — we accidentally left our wallet with our passports in a hotel two hours away from Barcelona. We only realized it once we arrived at the ZT hotel.
One woman at the front desk was kind and tried to help by contacting the previous hotel. However, another employee questioned her (in Spanish), asking why she was helping us since it “wasn’t her problem.” It was extremely unprofessional.
They then asked if we had money to pay for our stay — completely ignoring the fact that we were just trying to check in, exhausted, with our 7-year-old daughter. I asked if we could check in using our passport cards (which are valid U.S. ID), but they refused.
In the end, we had to drive all the way back to the previous hotel to retrieve our passports and return just to check in. The customer service was unhelpful, insensitive, and honestly, unacceptable.