Z6618CArobertc
27. August 2024
Business I am writing to formally lodge a complaint regarding the appalling experience I endured during my recent stay at your Hampton Inn / Layton Huber Heights I OH. As a Lifetime Diamond member, I have come to expect a certain level of service from IHG properties, but my stay on 8.20-8.22 was far below any acceptable standard. This lack of foresight and customer service was exacerbated when I checked in. I had to beg the night auditor to push the button to open the door, a door that wouldn't open properly. The key cards provided were non-functional, and to add insult to injury, I was woken up after very little sleep before an important meeting, all so that I could move my car. The overall disregard for my comfort and convenience was astonishing, reflecting a complete breakdown in service standards. When I arrived at the hotel site at approximately 12:30 AM, I was informed that despite accepting my reservation, the staff could only open one night and that they were 'doing me a favor.' I attempted to call other hotels, but I couldn't find anything open. This situation could have been avoided with proper training for your staff on how to evaluate room oversold situations. Rather than removing the one-night stays, your team decided to inconvenience a frequent and loyal guest, setting the tone for what was to come. I arrived at the hotel around 1:00 AM, only to find the parking situation in complete disarray. The designated spots were full, forcing me to park on the side of the building, which already seemed overcrowded. Upon reaching the entrance, I found myself unable to reach the door button to gain access. I phoned the front desk, where the night auditor, dressed unprofessionally in a T-shirt and shorts, instructed me to push the button. I explained that I couldn't reach it and requested that he open the door from his side, which he eventually did. It is beyond me why he didn't simply open the door upon receiving my call, considering his position and my difficulty. The lack of basic service did not stop there. Upon check-in, I was informed that the hotel was out of plastic key cards due to poor management. Despite attempting to check in electronically, this process failed, leaving me reliant on the front desk's inadequate preparation. When I finally reached my room, I discovered that the key didn't work. I had requested two keys, but neither was functional, requiring the night auditor to escort me to my room and unlock the door. By this time, it was well past 1:20 AM. Just as I was settling down for the night, at approximately 6:45 AM, there was a knock on my door. It was the night auditor again, this time accompanied by the general manager. They demanded that I immediately move my car from where I had parked the night before. I explained that I had only recently gone to bed and would prefer to handle it later, but they insisted that it could not wait. The complete disregard for my rest and privacy was both shocking and entirely unnecessa
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