Usuário anônimo
28 de abril de 2024
I am writing to formally complain about a disappointing experience at Hotel CIQ, Jalan Trus (86 Jalan Trus, 80000 Johor Bahru, Johor, Malaysia) during my stay from April 20-22, 2024.
During my stay, I requested room cleaning services in the morning of April 21. Upon returning to my room at night, I discovered that all my toiletries left in the bathroom were missing. Despite immediately reporting this to the reception, they were unable to contact the housekeeping staff at the time. It was evident I had not checked out, as all my personal belongings were still in the room. This oversight raises serious concerns about the staff's attentiveness and the hotel’s protocol for guest property.
I had to make a quick dash to the nearest Guardian store before they closed to get a new set of toiletries for the ones that went missing and I incurred an expense of RM157.75 – two facial cleansers, a shaver, shaving cream, a toothbrush, toothpaste, and mouthwash. When I discussed compensation for this loss, the manager, Jennie, informed me that only my toothpaste and shaver were found, and offered a mere RM50 discount voucher for a future stay, which is significantly less than my expenses, the stress and inconvenience caused.
Requesting a fair compensation and reaching out to higher management led nowhere as Jennie stated she was the highest authority available and refused to provide further assistance. This lack of support and understanding from the hotel management added to the stress and inconvenience of my experience.
I am dissatisfied with how this situation was handled and the compensation offered. It does not reflect a commitment to guest satisfaction or the seriousness of losing a guest's personal belongings. I hope this complaint urges Hotel CIQ to reassess their customer service policies and ensures no other guest experiences similar negligence.
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