2/10 - Tồi
Cindy
Đi cùng gia đình
05/08/2025
Không thích: Sạch sẽ, nhân viên & dịch vụ, tiện nghi, dịch vụ, điều kiện & cơ sở vật chất nơi lưu trú
I’m writing to express my disappointment with the check-in experience during my recent stay.
After driving over four hours to reach the hotel, I was told at the front desk that my room wasn’t ready and I would need to wait until around 3:30 PM. I was also reminded that check-in time is 3:00 PM, and that I had arrived 30 minutes early. I asked if the room would be ready at 3:00, and was told it still wouldn’t be.
I completely understand that early check-in is not always possible. However, I was surprised that the room wasn’t ready even by the official check-in time. It felt unfair that I wasn’t allowed to check in early, yet still had to wait beyond 3:00 due to delays on your side.
What made the experience worse was the attitude of a male staff member, who appeared to be a manager. After hearing my concern, he told me, “You can cancel your reservation.” I explained that I had booked a four-night stay and had no intention of canceling. He responded, “Then you’ll have to wait. Leave your number and we’ll call you.” I received that call at 3:30.
The issue wasn’t the 30-minute delay—it was the lack of empathy and professionalism. After a long drive and booking multiple nights, I expected more courtesy and respect. I hope you will take this feedback seriously and improve your service and staff communication.
Cindy
Lưu trú 4 đêm vào Tháng 7, 2025