To Whom It May Concern, I am writing to formally express my dissatisfaction with the service I received from a front desk staff member during my recent visit to your hotel/spa on October 24, 2024 at around 2pm. The incident occurred when I approached the front desk to request a refund for a parking fee. The parking ticket machine across the street was not functioning properly, and it issued us a refund receipt. I had been instructed by personnel on the pool floor to seek a refund downstairs. Unfortunately, the front desk staff member’s on the 1st Floors, behavior was unprofessional and upsetting. Instead of handling the situation calmly and professionally, the first thing he said to me in a degrading manner was, “Who told you to bring this down to us?” He then implied that we had not paid for parking, saying, “If you have a refund ticket, then you probably didn’t pay for parking.” This was despite my clear explanation that I was simply asking for a refund due to the faulty machine and had already paid for another parking ticket that I left on the dashboard of my vehicle. Rather than pacifying the situation, the staff member’s comments and attitude only escalated our frustration. When I suggested he address customers more respectfully, he did not apologize. Instead, he responded by saying, “I know how to speak to my customers. I’ve been working here for 27 years.” I told him that I am a military member, and I understand how important it is to communicate respectfully. However, the way he was speaking to me came off as rude and unprofessional. This was the only time he offered an insincere apology, saying he was sorry that ”this was my perspective on our interaction,” rather than acknowledging his role in the issue. This further upset us, prompting my father to get involved. My father was deeply offended by the way the staff member was speaking to me, and he does not tolerate anyone speaking to me in that manner. To make matters worse, the staff member delayed the process of issuing the refund, which was only two dollars (loonies). We were hoping for a smooth and respectful experience, but this interaction left us feeling disrespected and disappointed and will not be recommending this location due to the unkempt spa and disrespectful treatment by front desk hotel staff. I hope this matter will be addressed appropriately, as no customer should feel belittled or accused when seeking assistance. I trust that steps will be taken to ensure this kind of behavior does not happen again in the future. Thank you for your attention to this matter. Hoping for your reply on this.
42 評價