The evening staff were excellent and extremely helpful. The morning staff were unprofessional, lacked effective communication skills and had zero concept of customer service.
We were signed up for the 0600 shuttle as were others for a total of 13 people. 0600 comes and goes, we see the shuttle take off from the adjacent hotel. There has been no communication from the hotel staff, despite 13 of us standing outside. I proceed to ask the staff “where is our shuttle?” I was then told the shuttle was used to transport aircrews at 0600 as there is a contract that they must be shuttled at the appointed time. I say okay, but “Why were we not told of the delay?” The response from the staff was that the manager says “the shuttle service was not mandatory and should not be expected.” My response was “It is an airport hotel, the entire reason travelers choose this hotel is for the airport shuttle.” To which the staffs response was “the aircrews were unexpected”. I say “okay, but the crews spent the night and have a mandatory rest period so it is not possible for the conflict to not have been anticipated. In any case, why did you not give us a courtesy notification that our shuttle was delayed.” I received a blank stare. I then inquired about the second shuttle parked in front of the hotel. The response, “we only have one driver.” My response, “why is the manager not involved in solving the timing conflict?” The response, “the managers shift does not begin until 0900.”