The check-in experience at the hotel front desk was absolutely terrible.
1. I arrived at the hotel at 4:10 PM, adhering to the 3 PM check-in time, only to be told my room had a 'technical issue' and they couldn't give me the room key. I waited in the lobby for almost 20 minutes. During this time, I saw a white couple effortlessly check in at the counter, get their room key, and head to their room. It was only after I, feeling very angry and tired from my journey, pressed the front desk again that they finally gave me the key, claiming the 'issue had just been resolved.' While I'm not a loyal customer of your hotel group, as a guest, I shouldn't have to suffer from your inefficiency. If my room rate starts at 3 PM, is it acceptable to finally get my room key at 4:30 PM?
2. Around 5 PM on the day I checked in, I called the front desk to request an extra towel. By the time I woke up the next morning, the towel had still not been delivered.
3. On the last day of my stay, the water dispenser on my floor was broken. I reported it the night before check-out, and it still hadn't been fixed by the time I checked out the next day.
I believe the room facilities and environment are excellent, but it's clear there's a complete lack of communication between the front desk and the housekeeping department. Please don't let your lack of communication damage your brand.
Original TextTranslation provided by AI
