Disappointing Experience with Head of Transport @Sandton hotel

I am writing to express my disappointment with the recent experience my cousin had at your hotel (room 830) and the subsequent lack of response from the management team. a few weeks back, I engaged with the duty manager, and although we discussed a meeting, I have not received any follow-up or meeting invite as promised.

Additionally, I must bring to your attention the distressing encounter I had with the Head of Transport at Sandton Hotel. During a call regarding shuttle service availability from Sandton City, the Head of Transport displayed behavior that was not only unprofessional but also racially insensitive. I, a black African female, was met with rudeness, condescension, and a complete lack of empathy. This interaction left me emotional and on the verge of tears.

We understand that shuttle service is subject to availability, as communicated during check-in. However, a simple yes or no response regarding the shuttle's availability would have sufficed. Instead, I was subjected to disrespectful treatment that marred our overall experience at your hotel. It is worth noting that the rest of the staff provided exceptional, professional, and friendly service throughout our stay.

I am concerned about the handling of such incidents and complaints. Is this behavior tolerated, or is it an isolated incident? I urge you to forward this email to the appropriate person responsible for overseeing the Head of Transport's performance or contract at the hotel.

We expect a formal response outlining the steps that will be taken to address this issue and ensure that all customers, regardless of race or gender, are treated with the respect and dignity they deserve.

Please advise if I need to articulate her complaint in writing or if there are any other steps we I take to facilitate the resolution of this matter.

I believe it is crucial to address and rectify such lapses in customer service promptly.

I eagerly await your response and swift action on this matter.

Regards, Tumi Seriti