350xinz
Google
I am writing to express my extreme disappointment and profound distress regarding a severe security incident that occurred during our stay at your hotel on August 23, 2025. This matter remains unresolved despite my attempts to communicate with your staff, and the lack of follow-up from your end is both unacceptable and unprofessional.||On the evening of August 23, 2025, at approximately 9:00 PM, my husband and I were in our room when we suddenly heard the door being accessed. To our shock, a tall, man successfully used a key card to enter our room without any prior notice or consent. At the time, I was fully clothed, but my husband was only in his underwear, preparing to shower. The intruder—who claimed to be a guest himself—explained that the front desk had provided him with a key card to our room, which he even showed us as proof. He then left to confront the front desk, but unfortunately, no staff were available at that hour.||This incident left us feeling extremely vulnerable and unsafe for the entire night. We were unable to sleep, plagued by anxiety that someone else might enter our room at any moment. The thought of what could have happened had I been in a state of undress is deeply unsettling.||The following morning, I reported the incident to the front desk and emphasized that, as frequent travelers who have stayed at your chain’s hotels worldwide, we had never encountered such a reckless breach of security. I expressed my anger and frustration clearly, yet the staff merely apologized and proceeded to process my payment as if nothing had happened. I requested a formal explanation and provided my contact information and email address for follow-up. However, it has been nearly a month since the incident, and I have received no communication whatsoever from your team.||This is not only a gross failure of your duty to ensure guest safety but also a blatant disregard for customer dignity and peace of mind. As a global hotel chain, your brand promises certain standards of service and security, yet you have failed spectacularly on both fronts. The fact that such a incident could occur—and that it has been ignored thereafter—is appalling and reflects poorly on your organization’s values and commitment to guests.
