Worst check-in experience ever, the front desk manager ******* **** was racist + invaded privacy!
⭐ Rating: 1/5
I booked a Pool Villa as there were three of us, so I contacted the hotel in advance to ask if an extra bed was available at an additional cost. During the online communication process, the hotel had a tough attitude and basically rejected the guest's inquiries. We decided to go to the hotel first to see if we could coordinate. If not, we could book another room on the spot. We just hoped that the offline communication would be smoother.
However, a farce unfolded.
1. The front desk manager ******* had a bad attitude. When we arrived at the hotel, he directly asked us where our third friend would stay tonight. He also exceeded his authority and required us to provide the **order confirmation code of another hotel** first, otherwise he would not let us check in first even though we had already made a reservation and paid.
2. Deliberately making things difficult and forcing people to consume
* When we were searching for other hotels and found that all the hotels on the entire island were fully booked, the travel agency suggested providing a temporary hotel name so that we could complete the check-in procedures first.
* However, the front desk manager was relentless and even called personally to verify whether we actually had a reservation. In the end, she even forced my friend to leave first and insisted on going to another hotel with us to check the check-in details. I think this has violated the Australian Privacy Act and she has no professional ethics at all.
* What's even more outrageous is that when I was filling out the information, she kept hinting that our hotel still had rooms available and could let our friends book a room for 12,000 CNY (without swimming pool) or 24,000 CNY (with swimming pool), forcing us to spend money.
3. Prolonged obstruction and denial of stay
* We were stuck in the lobby for more than an hour, and she kept pushing us and was extremely impatient.
*In order to deal with her harassment, I was forced to spend 5000 RMB to book a room in another hotel in a hurry
* She still didn’t give up and went to confirm it in person. After sending my friend back to the hotel, she refused to send my friend to Villa 14 and directly dropped him off at the door of the hotel, saying that she “had other things to do”? ? ?
4. Discrimination against Chinese people
* Before we left, we chatted with another friendly employee and found out that the bad-mannered front desk manager was actually Chinese.
*Chinese front desk manager******** **** pretended not to understand Chinese the whole time. My friend apologized to her in English “Sorry my English is not good”, and she dared to respond “Oh it's okay”
*This also explains why she can predict our every move, because she is always eavesdropping on our conversations!
5. More rudeness when checking out
* On the day of check-out, the sister ignored us completely without a single greeting. When we asked her about something, she just stood up and walked away. If you didn't know, you would really think she invited me to stay in this hotel.
Summary: This hotel is absolutely not recommended!
I spent 25,000 CNY for two nights and spent nearly 5,000 CNY to book a room for my friend. I was treated so badly that it ruined my whole experience in the Whitsunday Islands.
It's not about money, it's about attitude! If she had a little sense of service, the money would have been the hotel's income long ago, but she chose to act condescendingly and showed no respect for the guests at all.
I have stayed in countless top luxury hotels around the world and have never seen such poor service. This is the hotel that I will remind everyone not to stay in!
Excellent
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