Having spent half of each year in hotels, this is the first time I've encountered such terrible front desk service. We (two adults, two 4-year-olds) arrived past 8 PM to check in. It was raining, the hotel is in a remote location with only one 24-hour unstaffed convenience store nearby. The kids were tired, so we just wanted to get some instant noodles. When I asked the front desk for three bottles of water to make them, here's the kicker: a woman named Ms. Chen sarcastically said, "Our hotel policy is only two bottles of water per room, but since you've asked, I can't really not give them to you, can I?" accompanied by her arrogant expression... (You can check the surveillance footage). I retorted, "What do you mean by that? Where is this policy you're referring to? Please show it to me." Is it your company culture to belittle guests to their faces? If you genuinely think I'm trying to take advantage, you could have just talked behind my back, and I wouldn't have cared. Ultimately, Manager Hu apologized to me, admitting their training was inadequate. Manager Hu had an excellent attitude, but my complaint has nothing to do with him. I have no issue with the hotel itself, only with Ms. Chen at the front desk! Picture 1 shows the three bottles of water grudgingly given to us. Picture 2 shows the apology gift from the hotel (which we didn't accept). Finally, if your hotel advertises laundry facilities, please maintain them properly.
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