Incident report September 24 FILMON, Raffles Boston
To Whom it may concern,
I am writing to report an extremely unpleasant 11 minute phone call I (room 1110) had with Filmon from 1:35-1:46 (am), 24/09/25 at Ruffles Boston.
I was inquiring about a late checkout with Filmon, he offered it for room 1110 but not room 1111. I understood that only one room was available for late checkout and requested that it was granted to room 1111 instead of room 1110. Filmon rejected this without providing me with an explanation. I then requested a phone call with Filmon. At first the conversation was amicable, but Filmon was unable to provide me with answers to my question. Thus, I continued trying to understand why Filmon restricted the late checkout to 1110 and not 1111. However, as the conversation progressed, he started to speak over me. This along with Filmon’s argumentative tone from the start gave me the impression that Filmon was deliberately stubborn and unhelpful. Keep in mind, until this point Filmon was unable to provide me an explanation and simply repeated “we are fully committed tomorrow”. I grew increasingly annoyed with Filmon in which he responded with “Just because you paid to stay in these rooms doesn’t mean you are allowed to speak to me in this way”. This level of unprofessionalism is not what I expect from your establishment.
All the staff I have encountered throughout my entire stay have been super kind and helpful, especially Kate when we checked in at night on the 22nd of September. My previously positive impression of Ruffles has been completely overturned by tonight's experience. I will not longer stay at nor recommend this hotel.
Regards,
Kitty Wong