overall my stay is ok. just want...
overall my stay is ok. just want to highlight the service of the reception staff (night shift) has a lot of room for growth.
the first night we arrived, we tried to clarify a few things via the phone with your night staff Michelle, she was impatient, rude and unprofessional. in fact, my wife asked her about the safety box and got an unsatisfactory answer. so i called again. Michelle got so impatient thinking we did not understand her ( in fact, she told us the charge per night for the safety box was $4.95 , but the box itself stated $5.95. we also wanted to clarify how it works in terms of whether the $4.95 applies to the next 24 hours or up till 12am every midnight because there was no instruction written on the box! i.e. what does $4.95 mean??
so when i called up, Michelle was already annoyed, raised her voice and said " How many times do i have to tell your wife about the safety box???" and she told me rudely " can you hang on the line, i have to attend to my customer" and i was left on the phone for a few minutes. i was thinking, am i not her customer also?? shouldn't she politely tell me she had to attend to someone else and would call me later when she has settled her current customer?
mind you, australia is the only country i have been to where a hotel charges customers for the use of the safety box. all other hotels in other countries in Asia provide the service free of charge. So, since we are not from australia, is it a crime that we didn't understand how things work (mind you we are tourists!) do your customers deserve such rude treatment? i even asked her if this is IBIS corporate culture. no apologies given, in fact i had to apologise for her 'inconvenience'.
it seems your night shift staffs lack the most basic training and manners to deal with small issue like this.
The morning shift staff are much better. I would like to commend Rebecca who was helpful in various ways including helping us to book a taxi on time etc.
