Anonymous User
May 7, 2025
[May 1st Nightmare Record: Maintenance Delay x Service Fraud x Management Disorder]
As a frequent traveler, this is the first time I have encountered such a hotel management accident that breaks the bottom line. The full timeline can provide some records to prove it:
May 1st 17:00-20:00
The bathroom ceiling continued to leak and seriously affected the use. The staff promised to repair it at 18:00. When I was clearly informed that I needed to take a shower urgently, the maintenance department delayed it on the grounds that "the workers were eating". During this period, 4 groups of staff repeatedly checked but no one solved the problem. It took 3 hours (until 20:00) to complete the repair. After repeated requests, I arranged to take a shower in the empty room next door.
May 1st 21:28-21:52
I encountered service fraud when asking the robot to deliver food: the front desk lied that the robot was busy and promised to arrange the robot to help me deliver the food as soon as possible. After 24 minutes of urging, I changed my words and asked to pick it up by myself. The on-site verification of the robot was actually idle, and the staff on duty remained silent in the face of questioning.
Follow-up processing
1. Received room change notice the next morning after complaint, but repeated notice at night, exposing complete disorder of internal communication
2. Complaint fell on deaf ears after leaving the hotel, and only a perfunctory solution (50% discount on first day room rate) was given after urging
3. Duty manager never apologized, and grassroots employees should have dialogue
There are obvious signs of shirking responsibility
Three core issues:
1. Emergency mechanism paralysis: basic equipment failure handling takes 3 times longer than industry standard
2. Lack of service integrity: fabricating robot working status to deceive guests
3. Failure of management system: out of control from maintenance scheduling to complaint follow-up
This incident is not a simple service error, but exposes the hotel's systemic defects from hardware maintenance to service management. As consumers, we understand the pressure of holiday reception, but we will never accept the service attitude of dealing with problems with lies and perfunctory handling of complaints. Consumers are requested to choose carefully to avoid repeating the same mistakes.
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