Dear Hotel Management，
I would like to start by saying that staying at your hotel was generally a pleasant experience, but I feel compelled to share the deeply frustrating and upsetting incident I encountered at your Asian restaurant, Cho Gao. This experience left a very sour taste in my mouth, and I believe it requires your immediate attention.
Upon arrival at Cho Gao, the first waitress who served us displayed a level of indifference and rudeness that left us feeling unwelcome. At first, I tried to brush it off, thinking I might be overly sensitive, but when my mother—who doesn’t speak a word of English—expressed that she, too, felt uncomfortable and unwelcome, I knew this wasn’t just my perception. As someone who has lived abroad for over a decade, I understand the importance of cultural sensitivity, but what transpired felt more like an intentional disregard for our presence.
To add insult to injury, when my mom requested hot water, the waitress initially offered Jasmine tea and Earl Grey instead. I patiently explained that in Chinese culture, we prefer hot water before meals, but the waitress’s response was condescending, as though she couldn’t comprehend this simple request. After insisting we only wanted hot water, we waited for half an hour before it was finally served.
I am a pescatarian and asked if the shrimp dumplings contained pork, as it is common in China. The waitress’s response was baffling and dismissive. She couldn’t seem to understand why I was asking such a question and even said, “I don’t understand your language.” This was particularly infuriating given that I’m a journalist and fully capable of communicating clearly in English, despite my accent. Her lack of understanding was not a language barrier—it was sheer indifference and poor service.
We arrived at 8 p.m. and didn’t order much, yet we were informed that we would have to wait at least 20 minutes because regulars were being prioritized. While we understood this, the tone with which this was conveyed was rude and unprofessional. We never saw the original waitress again, and the remaining staff members, thankfully, were far more courteous and competent.
While the service from the other staff members was better, the damage had already been done. It’s not just about the specific actions of the waitress; it was the overall tone and attitude, which felt dismissive, condescending, and unwelcoming. The fact that my mom, a Chinese tourist who doesn’t speak English, was ignored and treated differently from other guests was a glaring example of cultural insensitivity and, frankly, ******.
In my experience, many Chinese tourists—especially those from older generations—are sensitive to how they’re treated abroad. They come from a background where such trips are rare and precious, and they do not deserve to be treated with disdain. The treatment we received was not just disappointing—it was insulting. As someone raised in a culture of respect and tolerance, it is painful to witness the mistreatment of others, particularly our elders.
I am not one to exaggerate, but this experience was far from trivial. The waitress’s dismissive tone, the long wait for a simple cup of hot water, and the overall lack of hospitality left a lasting negative impression. Yes, she didn’t outright do anything “wrong,” but the attitude was blatantly off-putting, and it deeply impacted our experience. My mom, who is typically very forgiving, still tried to defend the waitress, teaching me the importance of patience and kindness when traveling. But after all that happened, I’m left asking: How can you expect us to remain calm and tolerant in the face of such disrespect?
To be clear, the Cho Gao restaurant experience did not define our stay—this hotel overall was far better than the Grand Hyatt we stayed at earlier. But this incident stands out, and I sincerely hope that you take the time to address these concerns.
