Very disappointing experience with the young front desk.
I travel frequently across Europe, and this is by far one of the most unprofessional and disrespectful service experiences I have ever encountered.
The issue started when I requested a room change due to noise. The process at the front desk was already unclear and poorly handled, despite being discussed and arranged in advance. After I moved all my belongings to the new room and returned the old key card as required, I was later wrongly accused by the front desk staff of not moving out, not returning the key, and even being told that I hadn’t paid. (Every thing was prepaid, and I accepted to change to a smaller and cheaper room due to the noise in the original room)
After asking their senior colleague to check their own system, it was confirmed that my booking was which clearly proved that these accusations were incorrect.
It is unacceptable to be treated this way as a guest, especially when the issue was caused by internal unprofessional staff and lack of proper process on the hotel’s side. Being wrongly accused like this is extremely unprofessional and made me feel very uncomfortable. And I didn’t even receive any apology for the situation.
I strongly suggest the hotel improve staff training, internal communication, and basic service professionalism.
