Guest User
October 15, 2025
Dear Sir or Madam,
My name is Cheng，and I checked into room 204 on 14 octo，I am sorry to say that several aspects of my stay fell far short of the standards your hotel advertises. I therefore submit the following complaints and respectfully request that you address them.
1. Complicated check-in & wrong room number
The front-desk procedure was disorganised: no clear queue, repeated requests for the same documents, and a long wait. After I finally received my key, the room number written on the envelope did not exist on the floor indicated. I had to return to reception, queue again, and wait while staff located the correct room. The extra trip with luggage was tiring and frustrating.
2. Poor breakfast offering
“Breakfast” consisted of nothing more than a few trays set on a side table: sliced bread, two kinds of cold cereal, a jug of lukewarm coffee and some packaged jam. There were no hot dishes, no fresh fruit, no protein options and no staff on hand to replenish items. The presentation and quality were closer to a hostel than to a three-star hotel.
3. Excessive morning noise
From 06:30 onward, loud conversations between housekeepers, trolleys banging against doors and vacuum cleaners in the corridor made further sleep impossible. Sound insulation seems to be non-existent; even with the “Do Not Disturb” sign on the door, the noise persisted for more than an hour.
4. Security—good but over-engineered
I appreciate the emphasis on safety; however, the system is cumbersome. Guests must scan their key card three separate times (front door, lift, floor landing) and sign a log sheet whenever they re-enter after 22:00. While I understand the need for security, the present protocol creates long queues at peak times and could be streamlined.
5. Convenient location
It is only fair to note that the hotel is within walking distance of the main scenic area, which saved taxi fares and travel time.
6. Missing amenities and hygiene issues
No toothbrush, toothpaste or shower cap was provided. One of the two bath-towels had a sour, mildew-like odour, suggesting it had not been properly dried after washing. These oversights gave the impression that room set-up checks are either rushed or omitted.
In view of the above, I respectfully request:
• An apology and an explanation of how check-in accuracy will be improved;
• A review of breakfast standards, including variety, temperature and staffing;
• Measures to reduce corridor noise before 09:00 (e.g., soft-closing doors, rubber bumpers on trolleys, staff training);
• A simplification of the security procedure where possible;
• A guarantee that basic amenities and fresh, odour-free linen will be supplied in every room.
I look forward to receiving your written response within 14 days. If appropriate, I am also open to a partial refund or loyalty-point credit as recognition of the inconvenience caused.
Thank you for your attention to these matters.
Yours faithfully,
