8/10 Sangat Baik
24 Februari 2025
Frustrating customer service experience
We checked in at 9pm and realized our unit did not have WiFi as it was located far from the lobby. I called reception at 10pm and was told they would try to reset the router. When it didn’t work, I called back and the receptionist said she would put my name down for another room tomorrow. The next morning, I stopped by the reception at 9am - I was told a technician was on his way to fix the WiFi but if it didn’t work I could switch the room. I called again at 11am. This time I was told that the hotel was sold out and they didn’t have another room but the technician was on his way. I waited and called back 30min later. Since I had seen people check out, I asked for another room again. At 12pm, The receptionist called back and told me the technician was on his way so I told her I would wait 15min then we would need to switch the room. Finally at 12.45pm, the receptionist called back saying that another room opened up. I packed our stuff and went to the lobby to pick up keys - it was 1pm. What took 4 hours, 3 trips to the reception and 7 phone calls could have been completely avoided.
Elif
Elif, perjalanan keluarga 2 malam
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