Dear Sir,
I hope you are well. I am writing to highlight some concerns regarding my stay at your hotel, and to make a few suggestions on how the mistakes could be avoided going forward.
To begin with, upon arrival at the reception on my first day, according to the front office, my booking records were missing and I therefore had to wait for a whole hour as they verified my identity before getting admitted. It was extremely disheartening, considering how tired I was from a long flight. Moreover, the staff on duty were a bit rude and outrightly dismissive.
The encounter led to a rough start for me, and due to the delayed admission, I woke up late the following morning and almost missed my Teams meeting.
I would like to suggest a few measures that might help with preventing the incident from recurring. For starters, the onboarding process could be digitised so that the clients can be able to book online instead of via phone calls. This way, their records would be much safer and easier to retrieve. With respect to the employees’ conduct, occasional refresher sessions on how to handle clients under distress would go a long way.
I hope you are going to take into consideration my concerns and act on improving customer experience.
Kind regards,
George Wanyama