Lexinotlexie
January 3, 2026
From arrival to check-in, the Front Office team was warm, efficient, and genuinely welcoming. A special thank you to Nabil (Front Office Manager), his professionalism was exceptional. During the room tour, he went far beyond the standard: he explained the most comfortable AC settings at different times of day, proactively prepared a Plan B with a small heater, and pointed out details that are easy to overlook. As someone who studies sustainable buildings, I asked several technical questions and he answered them clearly and confidently, this was truly meaningful to me.
Unfortunately, the final interaction at the front desk was unacceptable and overshadowed an otherwise strong stay. After checkout, I stored a small gift bag and later returned with the claim ticket. The staff member (Ada) left me waiting around 5minutes with no explanation, Is this time serious? I wasn't busy at the time, maybe you were a bit friendly and it wouldn't have been so bad…no acknowledgement, and no apology. When I politely asked for her name, she did not respond. Most concerning, I then heard her discussing the situation with a colleague before I had even left the hotel. In a luxury property, this reflects a serious lapse in professionalism and service etiquette. It's really terrible . Most other staff were excellent, but management should urgently strengthen front-desk training on communication, courtesy, and professional conduct. Please do not let some very bad behavior affect the Dorchester hotel brand.
Aside from this incident, many team members were excellent, and that’s why this ending felt particularly unacceptable.
