Guest User
November 16, 2023
I am writing to express my extreme disappointment and frustration regarding a recent incident that occurred at this hotel. Unfortunately, the level of service I experienced has compelled me to provide this negative review. On November 16, my Japanese husband found himself in need of assistance and since he is Japanese and I am Filipino, I choose to handle the situatation. I politely requested access to review the CCTV footage due to a concerning situation. To my dismay, the response I received from the hotel owner herself was nothing short of appalling. The receptionist who answered my call transferred my call to the person she introduced as Geraldine Ku and was introduced to me as the owner of the hotel, was not only unhelpful but also shockingly rude. Instead of addressing my request with professionalism and courtesy, Geraldine Ku began screaming and displayed a level of hostility that is entirely unacceptable in a hospitality setting. Not only did she refuse to assist me with accessing the CCTV footage, but the manner in which she handled the situation was disrespectful and unprofessional. Such behavior is entirely inexcusable in the hospitality industry. I understand that situations can be challenging, and guests may request assistance for various reasons. However, the lack of empathy and rude response by yelling from the top of her lungs are serious concerns that need immediate attention. As a guest who has experienced this level of rudeness and unprofessionalism, I feel compelled to share my experience with others to ensure they are aware of the potential treatment they may encounter at Baguio Palace Hotel.
