Anthony

May 25, 2025

The hotel manager covered up to the…

The hotel manager covered up to the aggressive behavior of their receptionist. I went there for a business trip and had an issue about microwave and cutleries which I already let go as I just want to eat. I dropped the call and he called back angrily and I asked him to calm down and learn how to communicate properly to the guests, he throwed me more accusations of disrespectful to him and ended by harrassingly threatening me that I should go down to talk or he will come up in my room forcefully. I called customer service of our platform and my colleagues. The manager came and apologized for “miscommunication” but did not recognize any mistake in the action of reception. She obviously covered up the aggressive behavior of his receptionist and that is totally alarming as the threat is something that is about safety of the guest. Since they chose to not really address it, the receptionist can do it again to many other guests. He have his concept of respect and you should fall right to that or he will just go to your room and teach you what respect is. As a response to the ''manager'' I would like to clarify some points, when we had the conversation--you never said that you were bext to your colleague during the call. If you were there, then why did you allow him to raise his voice multiple times in an aggressive way towards a client that stayed 6 nights to your hotel? Does it mean it is a normal behavior that you recognize as part of your customer service? Moreover, saying that this is just a miscommunication, I believe is too much of downgrading the situation as your colleague was very angry and I was asking him to calm down (you also didn't bother yourself calming him if you are there) I had some traumatic experience that you are trying to literally downgrade. Blatantly shouting to your guests over the phone asking him to come down within 5 mins, telling me I am extremely disrespectful more than 5 or even 10 times in an angrily manner is normal? I believe you have to reevaluate the way you address customers in a situation where you cannot agree on something. Threatening a guest is never ok. Stop trying to make a point that this is the fault of the guest because obviously, you have problems in customer handling and services. Thank you for taking your time in trying to continuously cover up instead of apologizing to the discomfort that I felt, but no thank you. I asked the platform to investigate this situation and to make sure that I will never be put in your hotel again, and neither any of my colleagues. You have low reviews because instead of recognizing a wrongdoing, you prefer to cover up.