My complaint:
To the attention of the CEO of Ibis Styles Dubai Airport hotel
31 December 2023, Dubai, UAE.
Dear CEO of Ibis Styles Dubai Airport hotel,
I have made a booking for my family at your hotel in Dubai, UAE. The booking was under my daughter’s name. I was there for a couple of hours as a guest. My family checked out from the hotel around 10:00 p.m. today. This means, even after paying over AED 1,000 for the room, we occupied it for approximately 10 hours.
During our stay, we called the reception/housekeeping to request tea bags, sugar packets, and milk. We were informed that while tea bags and sugar are free, the milk would be charged AED 10. I agreed and requested delivery to our room.
1 hour passed, and nothing arrived. When I called again, a housekeeping staff member promised to deliver them soon. The tea and sugar arrived, but the milk did not for the next 30 minutes. On calling again, the staff denied knowledge of agreeing to deliver milk and questioned my integrity. This was very upsetting.
Eventually, the milk was delivered after 1 ½ hours from the initial request. The front desk manager then called me, stating it was a misunderstanding. I insisted on lodging a complaint. I was told the complaint would be disregarded since the milk was delivered. I persisted for the complaint to be logged.
Later, when inquiring about the complaint at the reception, the response was dismissive. After leaving the hotel, a hotel representative contacted me and apologized, offering compensation for a future stay. However, I expressed my dissatisfaction and intention not to return or recommend the hotel.
I have been a loyal customer of Ibis in various countries. The treatment I received at your Dubai hotel was unlike any other experience I’ve had globally. It was rude, disrespectful, and unprofessional.
Suggested solution:
Do the root cause analysis, take the corrective and preventive action. Finally, inform the customer of the outcome.
