Navy Gateway Inns

For over 35 years, both as a military pilot and a contractor, I have stayed at the SCI transient quarters, both when the Navy ran it and now Gateway, conservative guess over 400 nights in those 35 years. I have also stayed in a few other Gateway Inns on the mainland, which is to say I've seen my share of front desk clerks, the vast majority of whom have been quite pleasant. That ends, full stop, with the clerk at SCI. I truly have never met someone with such a surly, condescending attitude that this clerk exhibits. Several interactions over the past year always leaves me with a bad taste, and yet I've been as polite and accommodating as I'm able. If it were just me I'd think it's my fault, but literally everyone (5 others) in our company who have had to deal with her echo the same response as I'm giving; additionally, personnel on the island who have had reason to deal with her in arranging rooms for others have said the same. The thought is Gateway must know, but puts up with it because it's hard to get folks to work out on the island. She does her job efficiently, but as a front desk person the attitude she puts forth is just so unhelpful, and downright rude. I'm aware that it may not be an easy job, and even made allowances for having a bad day, etc, but it's continual! Her best day would be one that would barely pass the bar in any other front desk situation. It's almost a joke, in fact...when advising a new person about checking in we warn them about the attitude they're likely to face, and to be nice, see what happens. The response is invariably the same..."wow, she was just rude" or a variation.
Her name is Nani, and her last name is one that is hard to spell, quite long.
The job of being a front desk clerk can be taxing, I get it. But in my experience she's not even close to being one who can interact well with the public, which is such an important part of that job. Having to stay on the island...Gateway is the only game in town, and we have no other choice. But that shouldn't mean having to put up with such an attitude, especially when Gateway has so many other Inns where the personnel are so friendly.
Please look into this, thank you!

The guest filing the complaint made a guaranteed reservation for 05/24/using her credit cardAccording to our hotels cancellation policy, the guest may cancel without penalty if they contact the property by am the next day In this case, the property was not cancelled , therefore the system automatically generated the no show fee of night's stay ($105.00) If a cancellation was made, the cancellation number would automatically be generated in the guest folio, of which it was notDue to the extenuation circumstances surrounding this complaint, I as the General Manager issued a refund of $to the guest's credit card on 11/15/2017.Michael *C***

The guest filing the complaint made a guaranteed reservation for 05/24/2017 using her credit card. According to our hotels cancellation policy, the guest may cancel without penalty if they contact the property by 1100 am the next day.   In this case, the property was not cancelled ,...

therefore the system automatically generated the no show fee of 1 night's stay ($105.00).  If a cancellation was made, the cancellation number would automatically  be generated in the guest folio, of which it was not. Due to the extenuation circumstances surrounding this complaint, I as the General Manager issued a refund of $105.00 to the guest's credit card on 11/15/2017.Michael *. C[redacted]