Conrad Hotels complaint: Highly unprofessional and lack of hospitality

on 16 September 2023 about Conrad Hotels in category Hotels / Motels

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My complaint:

We have stay in Conrad Tokyo for many times let alone other Hilton brands around the globe, but this time we were extremely disappointed by the lack of professionalism and hospitality of the staffs. We requested early check days before we arrived and was told it could not be guaranteed. Of course we understood that it is the standard answer to such request but among all our familiar hotels in Tokyo, Conrad obviously is the most indifferent to guests’ urgent need. We requested early check in because we took a red eye flight to Tokyo and we were already very tired when we arrived at the hotel. Front desk staff told us that the earliest check in time would be 3pm which is the standard check in time for regular bookings, they didnt even try to make it a bit earlier. So we asked if there’s any way that we could have the room ealier, she suggested that we pay an extrad 22k JPY per night to upgrade our room to suite for there was one room available already. So we agreed to that proposal, but the ridiculous thing is that housekeeping team would only start cleaning the room from 9am which means a hotel like Conrad has NO housekeeping staff at work before 9am?? I just could not believe it. However, we accepted the fact and went to the restaurant for our breakfast, before we left, i asked the front desk staff to negotiate with the housekeeping team to clean the room as soon as possible so we could get the keys after we finished our breakfast. We came back around 10:40 am and was told the room was not ready YET! Front desk staff told us that the room could only be ready at 12:00 which means it takes 3 hours to finishing cleaning the room? This is one of the most ridiculous cleaning time I have ever heard. Obviously no one took our urgent need to take a rest seriously and all your staffs just wanted to work as robots instead of being understanding and helpful.

And another ridiculous thing happened on 11th September. We left our room in the morning for a day trip to Kamamura. I have a stone made face roller placed beside the basin after using it that morning. And in the morning of 12th September when I wanted to use it again, I found it gone. So I looked in my makeup bag and found the face roller broken into two. It could not be clearer that your housekeeping team dropped it to the ground while cleaning my room and tried to hide it. This is highly unprofessional and I think it is an integrity issue. So I talked to your duty manager immediately and he asked me to wait for their investigation results. After we came back from Karuizawa on the night of 12th September, the duty manager told us that no one in the housekeeping team remembered seeing my face roller and they didnt admit breaking it! How ridiculous can it be? Are you telling me that the face roller dropped itself and hide into the bag itself??? I feel extremedly disappointed in the Conrad brand and it was a total waste of my time and energy dealing with those ridiculous incidents. Although the duty manager offered to waive the upgrading fee, I feel the damage those incidents brought could not be waived AT ALL. Conrad Tokyo obviously needs URGENT training for your staffs to know better what is professionalism and REAL hospitality.

Suggested solution:

respond and compensate and improve

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