UNACCEPTABLE SERVICE AND FAILURE TO TAKE ACCOUNTABILITY

I am extremely dissatisfied with the treatment and service we have received at this hotel, and I expect these issues to be addressed with immediate effect.

Upon my initial arrival, security allowed my e-hailing driver onto the premises without asking any questions or explaining any rules. After being dropped off, I presented our Agoda booking details at reception, only to be told that Agoda was a **** and that we had been ****med out of our money. We were then told to contact Agoda for a refund. This was an incredibly distressing and unacceptable way to handle the situation.

To make matters worse, we ordered food through Uber Eats, but when the delivery driver arrived, I was unable to access the door because my room card would not open it. I had to wait for a security guard to assist me, and by the time I could get through, the delivery driver had left with our food. We were left without the food we had already paid for.

I was visibly upset, yet instead of receiving meaningful assistance, I was asked whether I was okay. How am I expected to be okay when I am dealing with one problem after another at an establishment where I am paying to stay?

We were subsequently informed that certain rules should have been explained to us upon arrival. Why was this not done in the first place? If these rules are displayed at the entrance, are guests expected to stop their e-hailing drivers, leave their vehicles, and read them before entering? The responsibility to communicate essential guest information should not fall on customers to discover after problems arise.

I also want an explanation as to why my details were not checked and the rules explained during my initial arrival, yet on a subsequent return, a different security guard requested and scanned my companion’s ID before allowing us entry. Why were these procedures not followed consistently from the beginning?

Furthermore, I am being told that I should contact reception via WhatsApp or the hotel’s normal telephone numbers. However, there are no telephones in the rooms, the Wi-Fi connection is unreliable, and the network signal is poor. If I cannot reach reception through the hotel’s suggested communication channels, am I expected to use my own airtime to obtain assistance while paying to stay at your establishment? What alternative communication method has the hotel provided for guests who cannot get through?

And now, to add insult to injury, I am being told that there is no manager on duty. The staff member we have been speaking to has identified himself as the night-duty staff member, yet apparently there is nobody available to take responsibility for these issues. How does a hotel operate at night without a manager or an authorised person available to handle serious guest complaints? This is a hotel, not a guest house. Guests pay for accommodation expecting professional service, accountability, and assistance when problems arise, regardless of the time. If the manager is not physically present, there should at least be someone with the authority to make decisions and resolve urgent complaints. I cannot be expected to accept one unacceptable situation after another, only to be told that nobody is available to help.

I require the following to be addressed immediately:

1. A clear explanation of the Agoda booking situation and assistance with resolving the accommodation payment issue. 2. Assistance with the Uber Eats incident, including a refund or reimbur*****t for the food we paid for but did not receive. 3. Immediate resolution of the room-card access problem. 4. Clear communication of the hotel’s rules and a reliable way for guests to contact reception when they need assistance. 5. An explanation of the inconsistent security procedures followed during our arrivals. 6. The contact details of the hotel manager or the person responsible for handling complaints after hours, together with confirmation of who has the authority to resolve these issues tonight.

This experience has caused unnecessary stress, inconvenience, and financial loss. I did not pay to spend my stay fighting for basic access, communication, and assistance. I should not have to chase different staff members for answers, use my own airtime to compensate for inadequate communication facilities, or accept that nobody can help me because there is supposedly no manager on duty.

I expect management to take accountability, address these concerns urgently, and provide clear answers on how each issue will be resolved. I do not consider it acceptable to continue passing responsibility between guests, security, reception, and third-party service providers without offering practical solutions.

Please escalate this complaint to the person responsible for the hotel immediately. I expect action, accountability, and solutions, not further excuses.