“Disappointing Experience and Poor Customer Service”
Our stay at this hotel was very disappointing, mainly because of how we were treated at reception. We arrived around 8:00 p.m. and a gentleman at the reception greeted us warmly. A wedding was happening that evening, and because of the noise I asked if a higher‑floor room would be quieter. While speaking with him, a lady named Faith entered the conversation without greeting and abruptly told me that no rooms were available. What disappointed me most was that she called the gentleman I was talking to “just a porter” in front of him. I found that extremely disrespectful and unprofessional. Every employee deserves dignity and respect, especially in front of guests. I had made my reservation. Faith checked it and confirmed that she could see it, but told me I would have to pay in Tanzanian shillings and that the amount would be higher. I was ready to pay in TZS using the prevailing exchange rate of approximately TZS 2,650 per USD. My booking was USD 122 for two nights, which comes to about TZS 323,300, but I was ultimately charged TZS 340,000, with no satisfactory explanation for the difference. My biggest concern, however, was the attitude and customer service at reception. The reception is the face of any hotel, and the first impression guests receive can determine the entire experience. Unfortunately, this interaction left a very negative impression. I also tried to speak with the hotel manager, but was told she was not available, and the staff declined to give her contact number. As a Level 3 member, I have stayed at many hotels and have never experienced such poor customer service. Unfortunately, the experience did not improve.
Mtwale2 months ago