Several staff members at this hotel were extremely unfriendly, unprofessional, and disrespectful, from the reception staff to the security personnel. The only exception was the reception manager, who was polite and welcoming.
Important information was not explained at all. We were given two room key cards, where one card could open the room door and the other was only for activating the electricity. This was never informed by the reception staff.
On that night, I returned to the room in the rain and was slightly wet. When I attempted to open the room door, it failed. The room was far from the reception, forcing me to walk back in uncomfortable conditions. The card was replaced, but the problem persisted, requiring me to return to the reception once again. Eventually, security was sent to assist.
The night security staff behaved in a highly unprofessional and disrespectful manner. He showed a hostile attitude and took the key card from my hand abruptly without asking or any basic courtesy.
Overall, the majority of the resort staff demonstrated a serious lack of respect towards guests.
I strongly urge the hotel management to take immediate action to improve staff attitude, professionalism, and service standards. I also recommend implementing a transparent customer rating system, allowing guests to provide feedback, commend staff, or submit complaints. Staff performance, salary increments, and bonuses should be tied to these ratings.
Such a system has proven effective in other hotels and resorts I have visited, significantly improving service quality and overall guest satisfaction. This resort should adopt similar measures to restore its reputation and service standards.
