I was disappointed with the security at the Fajar hotel. We arrived at 12:30 a.m. WIB (midnight), exhausted and wanting a quick break (a 7-hour journey). However, my driver twice tried to pull the car into the lobby to unload our large suitcases and two sleeping children. He was stopped, but he wouldn't let us in. Finally, my husband and I got out to check in, and our driver backed the car out.
The security guard's excuse was that he wanted to park the car (valet parking because the parking lot was full), which we didn't think was urgent because the car wasn't blocking the path to the lobby and the owner was probably resting (the car wasn't in use).
After checking in, my temper flared when, for the second time, my driver stopped me again, claiming he still had another car to park.
Wow... it's 1 a.m., wow... we wanted a quick break 😡
I immediately exited the lobby (it was drizzling) and told the security guard that we were tired and wanted to rest. He remained silent, looking away, and went to get the second car to park.
I started to get emotional, and in the presence of three front office staff, I asked the security guard's name. They apologized on his behalf, but he didn't apologize, and he didn't dare return to the lobby.
If you can't provide excellent hospitality and service, you shouldn't work in the service industry.
Please, Cordela management, especially HR, reprimand and provide guidance to the person in question.
Cordela has many branches, and they should have a well-standardized service SOP.
By the way, I gave the bathroom cleanliness a negative rating because there was a cockroach crawling behind the toilet.
Thank you.