“My stay felt unsafe, stressful, and very unprofessionally managed.”
I was extremely disappointed with my stay because of several problems with service and communication. My flight was delayed, so I was late for an event I was attending. Already running late, I quickly changed and rushed out. Before leaving, I told the staff that the Wi‑Fi wasn’t working, and they said they were “working on it.” When I returned later that night, the Wi‑Fi was still down, and it was clear no one had fixed it. The most upsetting part happened later that night. After coming back from my event close to midnight, I was in the bathroom when I suddenly heard loud banging on the door around 12 am. When I opened it, the caretaker was there with a flashlight, demanding payment. I was never told that payment was required immediately after check‑in, and this rule was not stated anywhere in the room guidelines. Even after I paid, they kept treating me as though I hadn’t. I gave the M‑Pesa transaction code and explained that they could confirm with Safaricom if the message hadn’t come through yet. Despite this, the staff member, Caroline, kept repeating, “Give us our payment,” long after the payment had already been made. Her tone was extremely disrespectful and completely uncalled for, especially at that hour of the night. What made the situation even worse was what happened the next day. While checking out at the gate, the security personnel told me they did not know any staff member matching the description of the man who banged on my door. They confirmed that, from the description I gave, that person does not work there. This made me feel extremely unsafe, knowing that someone who is not recognized by the security team was able to come to my door at midnight and confront me. I was chatting with the host on WhatsApp all along and nothing was ever mentioned. This entire experience made me feel disrespected, unsafe, and unfairly treated.
Lucia10 maanden geleden