Subject: Complaint Regarding Check-In Delay and Staff Behavior*
Dear Hotel Management,
I am writing to lodge a complaint about my recent stay. I received my room keys at 2:10 PM, but the room was still being cleaned, causing a delay until about 2:25 PM. When I initially requested an extended check-out due to this delay, the receptionist responded harshly, stating that “You need to understand that the previous guest checked out at 12 noon instead of 11 am, and we cannot give an unclean room to a guest, hence the delay.”
While I understand operational challenges, I believe such issues should not negatively impact new guests. I eventually received a check-out extension to 12 noon, but the tone, manner/language of the receptionist were unprofessional.
Upon check-out, I was told by another receptionist that I cannot directly contact management but was shown a notification that he sent to them regarding my complaint.
To improve guest experience, I suggest:
1. Ensuring rooms are ready by the designated check-in time.
2. Training staff to handle guest concerns with empathy and professionalism.
3. Providing customers direct contact details of the management so that they can raise issues directly to management.
