"Overall, my experience at the hotel was wonderful. The room, hotel atmosphere, and bar were absolutely beautiful, and I would definitely consider returning. However, I was disappointed by an interaction with the overnight front desk staff.
When I initially approached the front desk to ask where I could check out an item, I was informed that the system was updating. When I returned, there was a sign stating, “Be back in 5 minutes.” I waited longer than five minutes, but no one returned.
Since I was unsure whether the system was available for guests to use, I stepped outside and noticed the front desk employee speaking with the overnight valet staff. When I politely asked whether we could use the system, she responded, “You can’t follow the directions on the keypad?”
I found this response unnecessarily rude and unprofessional, especially from an employee at a 4.5-star hotel. As a paying guest simply asking for assistance, I expected to be treated with courtesy and respect.
Despite this interaction, I genuinely enjoyed my stay and do not intend for this experience to prevent me from returning. However, I do believe management should address the importance of respectful communication and customer service, particularly among overnight staff. A beautiful property deserves service that matches its standards!"
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