"I am very dissatisfied with the front desk service experience of staying at the hotel, mainly reflected in the process of issuing invoices and water bills this morning.
First of all, when I asked to issue an invoice in advance, the front desk refused directly on the grounds of ”no check-out, no rounds”. However, according to my frequent business trips, most hotels support issuing invoices in advance. If there is a rounds deduction, it can be deducted from the deposit. Moreover, our morning trip is tight, early billing and check out at the same time with the peers can save time. The more central problem is the issuance of water bills.
The front desk showed extremely poor business ability when issuing water bills. She repeatedly asked vaguely whether ”open together” was a very ambiguous phrase - does it mean combining the amount into a total (not meeting the requirement for water to list the message of each guest), or does it mean that all messages are opened on the same document (which is reasonable)? When I tried to clarify its original intention, the front desk attitude suddenly became extremely irritable and impatient, mechanically repeating ”is not open, do you not understand” rather than carrying out clear and professional communication. This is obviously a problem of the front desk's ability to express, not the customer's ability to understand.
Subsequently, when I asked the water bill amount to be issued according to the actual invoice amount (because the order includes a small discount, it is necessary to confirm whether the invoice is issued according to the actual payment amount or the platform subsidy amount), the front desk fell into a restless state again and refused to check the invoice system to confirm the amount. Yuan Yi simply asked me to ”give an amount”. I had no choice but to tell me the amount according to the display amount, but she complained that the amount was ”not an integer” when she operated. I reiterated the need to issue the actual invoice amount, but she claimed, “We invoice you how much you want to get, how much you can open,” which hinted at the possibility of serious violations and was shocking.
Throughout the process, I repeatedly reminded the front desk to control emotions and not be irritable, but to little effect. More unacceptable is that while I am clearly in a hurry to process the water bill, the front desk answers the phone directly and holds me aside, which is completely inconsistent with the basic service process and professionalism.
Finally, regarding the way of invoice issuance, the front desk informed that the WeChat operation needs to be scanned. Since there is this rule, why not inform early? This way, I can add WeChat and provide messages in advance while processing the water bill; Even if there is a rule of ”no billing without check-out”, you can complete the message collection in advance, and then officially issue it after check-out to avoid unnecessary time waste.
For its bad attitude, the front desk justified it with ”the people of the Bahrain Zuoqi are like this”. However, during the few days of staying in the Bahrain Zuoqi, the locals I met were warm and friendly, and kind. This is completely a personal professionalism and character problem at the front desk, please do not discredit the image of the Bahrain Zuoqi."