墨爾本機場賓樂雅飯店

The front office team lacked a customer service mindset and attributed their poor service to a delayed flight, which is unacceptable. Despite offering a "one-touch" service, the staff refused to place an in-room dining order. Furthermore, the Duty Manager, Judy, wrongly accused me of using inappropriate language—something that simply did not happen. My partner was present during the conversation, and no such words were used. When I asked her to specify what was allegedly said, she refused and instead attempted to deflect the issue by offering her supervisor’s email, seemingly to downplay the situation. When I mentioned that we had chosen the hotel for its 5-star reputation, she corrected me, stating it was a 4-star property—as if that justified the lack of service. Regardless of the star rating, being in the hospitality industry should inherently mean delivering good service. That said, I’d like to extend my appreciation to the F&B team for their excellent service recovery and for offering a sincere apology. Their professionalism was a stark contrast to the front office experience.

空港から歩いてホテルに行ける近さで、次の日のフライトのことを考え、こちらのホテルを選びました。部屋は素敵で良かったです。けど、冷蔵庫の中を見たら、前の宿泊者の飲みかけのマグカップに入ったティーがそのまま入ってたり、アルコールとかドリンクが補充されてなかった。私たちが飲んでないのに誤解されても困るので写真をとりました。