Dear Hotel Management,
I am writing to formally express my dissatisfaction with the experience during my recent stay at your hotel. Unfortunately, the check-in process and overall service fell far below expectations.
Firstly, upon arrival, your staff informed us that luggage storage was self-service, requiring guests to access and store items in the storage room themselves. This was unexpected and inconvenient, particularly as we had elderly family members with us and had just arrived from a red-eye flight.
More concerning, however, was the attitude and service level of your front desk staff, in particular a staff member named Lily. When we returned at 3:00 PM for check-in, we were told that we could not proceed unless the booking name exactly matched the passport name, as the reservation was made using my English name, which does not fully match the name reflected in my passport. While I understand that policies must be followed, the manner in which this was communicated was inflexible and lacked any empathy or willingness to assist.
Despite our situation — being exhausted from travel and accompanied by elderly guests — we were simply told to contact Agoda ourselves to resolve the issue, with no offer of assistance from the front desk. As hospitality professionals, I would have expected your staff to provide support, such as helping to contact Agoda or offering alternative solutions. Instead, we were left to handle everything on our own.
What was most disappointing was the unprofessional behaviour displayed during this interaction. Lily appeared dismissive, did not maintain a welcoming demeanour, and was observed speaking to colleagues in a manner that felt mocking rather than helpful. This is unacceptable service behaviour, particularly in a guest-facing role.
It was only after I insisted on speaking with a manager that the situation was handled more appropriately, and assistance was provided. However, by that point, I had already contacted Agoda myself to resolve the issue.
Additionally, I would like to note that the overall cleanliness of the hotel did not meet expected standards, which further contributed to a disappointing stay.
In summary, the lack of flexibility, poor attitude from staff, and absence of basic customer service during a stressful situation made this one of the worst hotel check-in experiences I have encountered.
I hope the management will take this feedback seriously and review both staff training and service protocols to prevent similar incidents from occurring in the future.
I look forward to your response.
