The front office team lacked a customer service mindset and attributed their poor service to a delayed flight, which is unacceptable. Despite offering a "one-touch" service, the staff refused to place an in-room dining order. Furthermore, the Duty Manager, Judy, wrongly accused me of using inappropriate language—something that simply did not happen. My partner was present during the conversation, and no such words were used. When I asked her to specify what was allegedly said, she refused and instead attempted to deflect the issue by offering her supervisor’s email, seemingly to downplay the situation.
When I mentioned that we had chosen the hotel for its 5-star reputation, she corrected me, stating it was a 4-star property—as if that justified the lack of service. Regardless of the star rating, being in the hospitality industry should inherently mean delivering good service.
That said, I’d like to extend my appreciation to the F&B team for their excellent service recovery and for offering a sincere apology. Their professionalism was a stark contrast to the front office experience.
The front office team lacked a customer service mindset and attributed their poor service to a delayed flight, which is unacceptable. Despite offering a "one-touch" service, the staff refused to place an in-room dining order. Furthermore, the Duty Manager, Judy, wrongly accused me of using inappropriate language—something that simply did not happen. My partner was present during the conversation, and no such words were used. When I asked her to specify what was allegedly said, she refused and instead attempted to deflect the issue by offering her supervisor’s email, seemingly to downplay the situation.
When I mentioned that we had chosen the hotel for its 5-star reputation, she corrected me, stating it was a 4-star property—as if that justified the lack of service. Regardless of the star rating, being in the hospitality industry should inherently mean delivering good service.
That said, I’d like to extend my appreciation to the F&B team for their excellent service recovery and for offering a sincere apology. Their professionalism was a stark contrast to the front office experience.
Constance Y
家庭出遊
標準特大床房
入住於2026年03月
Irishuang2011
家庭出遊
標準雙床房
入住於2026年02月
Ann Y.
夫妻/情侶出遊
高級特大床房
入住於2026年03月
訪客用戶
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高級特大床房
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Swallow_Sun
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OuyangyuxinSteve
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標準特大床房
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Qingkuangyou
其他
高級雙床房
入住於2025年10月
nanas_wen
家庭出遊
標準特大床房
入住於2025年10月
匿名用戶
家庭出遊
豪華特大床房
入住於2025年10月
匿名用戶
家庭出遊
標準特大床房
入住於2025年09月
Constance Y
家庭出遊 標準特大床房
入住於2026年03月
Irishuang2011
家庭出遊 標準雙床房
入住於2026年02月
Ann Y.
夫妻/情侶出遊 高級特大床房
入住於2026年03月
訪客用戶
家庭出遊 高級特大床房
入住於2026年02月
Swallow_Sun
家庭出遊 高級雙床房
入住於2026年02月
OuyangyuxinSteve
獨自出遊 標準特大床房
入住於2025年12月
Qingkuangyou
其他 高級雙床房
入住於2025年10月
nanas_wen
家庭出遊 標準特大床房
入住於2025年10月
匿名用戶
家庭出遊 豪華特大床房
入住於2025年10月
匿名用戶
家庭出遊 標準特大床房
入住於2025年09月