Dear Management,
I am writing to formally express my deep dissatisfaction with our stay at your hotel on 2 January. My family and I, along with my sister’s family, checked in after reserving two rooms for a total of seven people. Unfortunately, from the moment we arrived, the experience was extremely disappointing and concerning.
Check-in was very slow and poorly managed. We were offered an upgrade to a penthouse room, which initially appeared to be a complimentary gesture. However, after lengthy back-and-forth between staff and management, we were presented with an unreasonably high price for the upgrade. Even the so-called “discounted” rate was more expensive than our two original rooms combined. The process was time-consuming and frustrating, and we ultimately declined and proceeded with our original booking.
Service throughout the hotel was consistently slow and inattentive, in stark contrast to other five-star properties we have stayed at previously. At the pool bar, we ordered snacks, pizzas, and milkshakes. The wait time was excessive, and we repeatedly had to ask staff to attend to us, which should not be necessary at a hotel of this standard.
The most serious issue occurred after the milkshakes were served to my 13-year-old son and my 14-year-old niece. Both children mentioned that the drinks tasted “off” but had already consumed them. That same night, my niece became severely ill with vomiting, diarrhea, and extreme fatigue. Her condition was so bad that she was unable to walk the following morning and had to crawl through the hotel lobby to reach a taxi for her 7 a.m. flight. She required wheelchair assistance at the airport and was clearly suffering from severe food poisoning.
The next morning, my son also became very ill with similar symptoms. While he had more time to rest as our flight was the following evening, he was still unable to eat, was in pain, and had to fly the next day in poor condition. Watching both children suffer was extremely distressing. This raises very serious concerns about kitchen hygiene and food safety standards at your property.
In addition, our airport transfer experience was unacceptable. Although we were willing to pay the USD 50 transfer fee, the vehicle provided was unclean and had an unpleasant odor. The driver behaved unprofessionally, asked inappropriate questions, spoke loudly on his phone on speaker mode during the drive, and was clearly distracted while driving with one hand. This was unsafe and made us extremely uncomfortable. At one point, I had to ask him to stop using his phone out of respect and concern for our safety.
Given the combination of poor service, serious food safety concerns, and unsafe transportation, I would not recommend this hotel to anyone, nor would I consider staying there again. I strongly urge management to take these matters seriously, particularly regarding kitchen hygiene, staff training, and guest safety.
I expect a formal response addressing these issues.