Formal Complaint Regarding Unprofessional Front Desk Service and Mismanagement of USPS Parcel - Stay Commencing November 26
Dear General Manager / Guest Relations,
I am writing to express my profound disappointment and concern regarding an incident involving a specific front desk employee during my check-in on the evening of November 26th, and subsequent malicious mishandling of a pre-delivered parcel. My family is a Chinese tourist family visiting from Japan.
1. Unprofessional Check-in and Excellent Assistance
My family checked into the hotel shortly after 9:00 PM on November 26th.
The front desk was staffed by a slightly overweight lady who was not wearing glasses. She took a cursory look at my ID and informed me, with a very cold and indifferent attitude, that she could not find my reservation.
I was confused and had to present my English reservation confirmation to a male colleague next to her, who immediately located my information and completed the check-in efficiently.
I want to sincerely thank this male staff member for his professional help and, specifically, for warmly recommending the hotel restaurant when he learned my child was very hungry after missing dinner on the flight. The dinner was delicious, and his recommendation was greatly appreciated.
2. Malicious Mishandling of Package (USPS Tracking: 9*********************)
My primary complaint concerns the female staff member’s subsequent behavior regarding a package I had shipped to the hotel.
The package, a USPS delivery, was delivered and confirmed received by the front desk on November 21st. I had contacted the hotel multiple times before shipping, and a staff member named Mr. Kane confirmed the package would be held for me.
When I asked the female staff member for my package, she not only denied its existence and stated she couldn't find an employee named "Kane," but she also told me to contact the courier company myself. She even claimed she did not recognize the address as the hotel's, despite the email showing clear delivery confirmation.
Fortunately, a friendly, slightly older female staff member (wearing glasses), possibly a supervisor, intervened. While I was at a loss, this kind employee appeared with my package.
When I questioned the first staff member about why she had denied having it, she immediately resorted to a blatant lie, claiming, "This is a UPS package, not USPS." The box was clearly marked USPS.
If failing to find the reservation was an accident, then deliberately lying to prevent me from retrieving my confirmed package is an act of blatant malice. I do not know if this unacceptable behavior was due to my Asian appearance or other prejudice, but it is entirely inappropriate for a service professional.
While the actions of this specific employee were disgraceful, I must also mention that my child was very satisfied with the hotel's facilities and breakfast, and we greatly enjoyed the rest of our stay.
I trust that you will investigate this serious matter thoroughly and take appropriate action to ensure that employees who demonstrate such dishonesty and lack of integrity are not in a position to serve your valued guests in the future.
Sincerely,
A Chinese Tourist Family from Japan
