We had a very unpleasant breakfast experience at your hotel. The manager told me that due to your system issue, it showed my booking did not include breakfast, even though I had actually paid for it. This was not my fault as a guest. From a service industry perspective, once a guest informs you that breakfast is included, the hotel should take the initiative to verify and communicate internally, rather than making the guest go outside the restaurant to repeatedly prove it. Secondly, you should not question a guest inside the restaurant about why they haven't paid for breakfast. Other guests looked at us, assuming we hadn't paid. It was extremely embarrassing. And why was I repeatedly asked to go back to the lobby to reconfirm my booking? Throughout our final conversation, there was not a single apology. The manager was also very arrogant, simply repeating that it was a system problem — your system, not mine.
I also contacted the platform's customer service multiple times to complain. The hotel promised to come to my room to apologize in person, then changed it to a phone apology, but up until I checked out, no apology was ever given — not even in front of the employee involved. This hotel is full of deceit, and I have to suspect possible discrimination against Asian people, because during our complaints, some staff members kept snickering until I glared at them, and only then did they walk away awkwardly.
在贵酒店我们经历非常糟糕的早餐体验，从你们经理口中我得知的是你们系统的问题导致显示我不含早餐，但是我实际购买了早餐，并非我客人本身的问题，因为从服务行业来说，客人已经告诉你们我有含早餐，应该酒店自己先想办法查证清楚，内部沟通。而非应该让客人出去到餐厅外反复证明。其次不应该在餐厅内质疑客人为什么没有付费早餐，当时其他客人都有看向我们，以为我们没有付费。非常的令人尴尬。并且为什么反复要我去大堂再次确认订单？而且最后我们来沟通也全程没有一句道歉！经理也充满傲慢，只是反复强调系统问题，你们的系统不是我的系统。并且联系平台客服投诉多次，酒店都承诺上门道歉，后面又改口电话道歉，但一直到离店也没有道歉，甚至我在当事员面前也没向我道歉。这是一个充满欺骗性的酒店，甚至我不得不怀疑有歧视亚裔的嫌疑，因为我们在投诉的过程中，一直有员工偷笑，直到瞪了他一眼才悻悻离开。
