Subject: Formal Complaint Regarding Unprofessional Service and Inconsistent Treatment During Check-in
Dear Hotel Management,
I am writing to formally express my disappointment regarding the service I received during my check-in on 25 August 2026 at your hotel.
I have been a returning guest of your hotel and recently stayed for three consecutive nights, during which I was provided with an Afternoon Tea Voucher by one of your reception staff members without any issue. Based on this previous experience, I was surprised by the treatment I received during my most recent stay.
For this visit, I booked a two-night stay through two separate reservations:
Booking 1: Check-in 25 August 2026, Check-out 26 August 2026
Booking 2: Check-in 26 August 2026, Check-out 27 August 2026
Although these were separate booking numbers, they constituted a continuous two-night stay.
At check-in, my colleague, who was checking in at the same time, received an Afternoon Tea Voucher. His reservation was for 25 August 2026 to 27 August 2026, and his booking was also made through Trip.com. Observing this, I politely asked the receptionist, Mr. Daid, whether I was also eligible for the voucher.
Unfortunately, Mr. David responded in a manner that I found extremely impolite and unprofessional. More concerning was that he provided several different explanations, changing his reason each time after I pointed out inconsistencies:
First, he stated that I was not eligible because my stay was only for two days, whereas my previous stay was for three days.
I then asked why my colleague, who was also staying for only two nights, had received the voucher.
Second, he stated that my reservation consisted of two separate bookings.
I explained that the bookings were consecutive and together formed a continuous two-night stay.
Third, he stated that my booking was made through an online travel agent (Trip.com).
I informed him that my previous three-night stay was also booked through Trip.com, and my colleague's reservation was likewise made through Trip.com.
After these points were raised, Mr. David was unable to provide a clear explanation and eventually offered me the voucher. However, by that stage, the issue was no longer the voucher itself.
What deeply disappointed me was the manner in which I was treated and the apparent inconsistency in the application of hotel benefits. As a guest, I expect policies to be applied fairly and explained clearly. Instead, I was given multiple conflicting reasons, which created the impression that different guests were being treated differently without a transparent basis.
I would like to emphasize that my complaint is not about the value of the Afternoon Tea Voucher. Rather, it concerns:
The unprofessional and discourteous attitude displayed by the receptionist.
The inconsistent explanations provided regarding guest eligibility.
The perception of unequal treatment between guests under similar booking circumstances.
The lack of transparency regarding hotel policies and benefits.
I respectfully request that hotel management investigate this incident and provide clarification regarding the eligibility criteria for the Afternoon Tea Voucher. I also hope appropriate measures will be taken to improve customer service standards and ensure that all guests are treated fairly, respectfully, and consistently.
I have previously enjoyed staying at your hotel, which is why this experience was particularly disappointing. I trust that management will review this matter seriously and provide a satisfactory response.
Thank you for your attention to this issue. I look forward to hearing from you.
Yours sincerely,
