Pioneer00697797027
30. heinäkuuta 2024
I recently stayed at your hotel, and I'm compelled to share my disappointing experience. My son fell ill, and we needed to cut our trip to the Dead Sea short and return to Amman earlier than planned. We arrived at the hotel around 4 o'clock in the morning, expecting understanding and support during a stressful time. Unfortunately, we were charged the full rate for the night. The reception staff informed us that early check-in starts at 6 am and communicated in what felt like "wooden language," offering no empathy or flexibility. They were unhelpful and dismissive, showing no concern for our situation. When I raised this issue with the duty manager Alaa in the morning, I hoped for some form of compensation or at least an acknowledgment of our inconvenience. Instead, I was told there was nothing they could do. This rigid policy and lack of customer care made an already stressful situation even more frustrating. I am very disappointed with how this situation was handled and the lack of consideration shown by the staff. I expected better service and understanding from a hotel of this caliber. I hope that in the future, your hotel will consider being more accommodating and empathetic to guests facing unexpected situations. Sincerely, Khaled
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