Pearse
I am writing to formally complain about my recent stay at Hotel Lundia. Having stayed here four times previously with good experiences, I understand mistakes happen, but the lack of follow-up regarding my issues has been incredibly frustrating.
Checking in late, I found the reception unmanned. The light switches in my room were completely broken, meaning I could not turn off the main lights or turn on the bathroom light. It looked like a long-standing maintenance issue.
Seeking help, I faced a complete failure in communication:
⬤ A card in the room listed a number that only led to voicemail.
⬤ The number on the website went nowhere.
⬤ The number in the lift led to an answering machine.
Eventually, I found a phone at reception and spoke to a helpful staff member, but no one could come to fix it. I spent an hour trying to resolve this, ultimately having to remove the light bulb myself just to sleep.
The subsequent customer service was worse. The night staff member implied I would get a refund, though he later denied this. There was no proactive follow-up from management. I later received a review request; instead of leaving a public complaint, I sent a private message detailing the issue, which was completely ignored. When I emailed the staff member again, he corrected my memory regarding the refund but offered no apology or compensation.
I have reached out via three different methods and received zero meaningful response. I am deeply disappointed by this treatment.
Checking in late, I found the reception unmanned. The light switches in my room were completely broken, meaning I could not turn off the main lights or turn on the bathroom light. It looked like a long-standing maintenance issue.
Seeking help, I faced a complete failure in communication:
⬤ A card in the room listed a number that only led to voicemail.
⬤ The number on the website went nowhere.
⬤ The number in the lift led to an answering machine.
Eventually, I found a phone at reception and spoke to a helpful staff member, but no one could come to fix it. I spent an hour trying to resolve this, ultimately having to remove the light bulb myself just to sleep.
The subsequent customer service was worse. The night staff member implied I would get a refund, though he later denied this. There was no proactive follow-up from management. I later received a review request; instead of leaving a public complaint, I sent a private message detailing the issue, which was completely ignored. When I emailed the staff member again, he corrected my memory regarding the refund but offered no apology or compensation.
I have reached out via three different methods and received zero meaningful response. I am deeply disappointed by this treatment.
