"We loved our stay at the Grand Magic Hotel. The rooms were clean, and the staff was very friendly overall. However, the biggest downside was the hotel shuttle service. The shuttles were far too crowded, and the frequency of service needs to be improved.
Unfortunately, we also had a very upsetting experience with one of the shuttle drivers, who was extremely unfriendly and handled a situation involving my teenage niece in a completely inappropriate way. She was visiting from South America and does not speak the local language. The driver repeatedly yelled at her, demanding to know where she was staying. She froze, understandably frightened and confused, and was unable to respond. Instead of showing patience or trying to help her, he physically pulled her off the bus. I even heard other passengers speaking up and telling him that she was just a child.
The bus was crowded, and I initially couldn’t see what was happening. When I realized it was my niece, I immediately approached the driver, showed him our room key to confirm that we were hotel guests, and was able to get her back on the bus.
While we enjoyed the hotel itself, this experience left us very disappointed. I sincerely hope management addresses both the overcrowded shuttle service and the behavior of this driver to ensure that other guests, especially families with children, are treated appropriately."
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