I booked this hotel mainly because it’s close to the airport and they provide an airport shuttle. Unfortunately, the experience I had with the male receptionist on the day we checked out was really disappointing.
We asked for the shuttle to the airport and were told to wait for the 1 PM shuttle. We told him how many bags we had and that we were ready to go.
Before 1 PM, we went to ask him again just to make sure. He told us to wait another 10 minutes in the lobby and said he would call us when the shuttle was ready. So we did exactly that. We sat in the lobby near the glass, literally just a few meters away from the reception desk. Our luggage was there too.
We waited and waited. Around 5 minutes after the shuttle was supposed to leave, nobody had called us, so we walked back to the reception again.
Then he told us, “The shuttle already left. I called you. Where were you?”
Seriously??
We were sitting exactly where you told us to wait. We were only a few meters away from you the whole time. At that moment, I honestly wanted them to check the CCTV because I was so confused how he could say he called us and couldn’t find us.
What made me more upset was that there wasn’t even an apology. Instead, he asked us where we had been, like it was our fault.
For an airport hotel, I really think there should be a simple checklist for the shuttle — how many guests are going, how many bags they have, and whether everyone is actually on the shuttle before it leaves. Especially when the guests already told you they were ready and their luggage was sitting right there.
We had to follow up with him around 3 times before he finally took action and found another transportation option for us. The whole situation was handled very slowly, which is honestly stressful when you have a flight to catch.
I’ve stayed at 3-star hotels around the same area with much better service than this. For a 4-star hotel, I definitely expected better.
Mistakes happen, I understand that. But if you wo
