Yichen
Google
I am writing to express my deep disappointment regarding a serious incident that occurred during my family’s recent stay at your hotel.
At around 1am on 24 August 2025, the fire alarm went off, waking my parents, my brother, and his girlfriend in shock. With no clear instructions from staff, they were left frightened and confused, forced to make their way down the staircases in panic to escape.To make matters worse, they detected a smell of smoke while escaping, which only heightened their fear and sense of danger.
After waiting for almost an hour, staff finally told them that “nothing was wrong” and that they could return to their rooms. When my brother, still concerned, approached the staff for clarification, he was met with an unprofessional remark—being told that if he was not comfortable, he could check out. At that hour of the night, such a suggestion is not only impractical but also dismissive.
Furthermore, there was no proper explanation, no sincere apology, and no gesture of compensation offered for the distress caused. My family are tourists visiting here, and this experience left them feeling unsafe and poorly treated.
I find the handling of both the incident itself and the staff’s subsequent attitude highly unacceptable. As guests, we expected professionalism, reassurance, and empathy during such a situation, none of which were delivered.
I request that this matter be investigated and addressed promptly. I would also appreciate knowing what corrective actions will be taken to ensure future guests do not encounter the same treatment.
I look forward to your response.