As an Asian guest, my experience at this hotel left me feeling that I was treated differently.
During check-in, I noticed that the front desk manager gave every guest before and after me a small welcome gift bag, but I was the only one who did not receive one. When I asked why, he said it was only for loyalty members. However, I overheard two guests checking in after me say it was their first stay with this hotel brand, yet they still received the gift. Only after I questioned the manager did he quickly hand me one.
The gift itself was insignificant. What bothered me was being treated differently. If the manager’s explanation was genuine, a simple statement like, “This is a welcome gift for our loyalty members,” would have avoided any misunderstanding.
The second incident was even more disappointing. A plastic door-frame guard over two meters long suddenly fell off the wall and hit my four-year-old daughter. Thankfully she wasn’t injured, but she was frightened and cried. When I called the front desk, the employee never apologized, asked if she was okay, or showed any concern. He simply told me to leave the fallen piece outside the room and hung up.
These experiences made me question the staff’s training and professionalism. Whether it was poor customer service or unconscious bias, no guest should leave a hotel feeling unwelcome. I hope management investigates these incidents and improves both employee training and customer service.
