Dear Management Team,
I am writing to formally share feedback regarding my recent stay at Copthorne King, as I was quite disappointed with the overall guest experience — not due to hotel facilities, but due to the attitude and lack of empathy displayed by some of your staff members.
Firstly, regarding breakfast:
I had booked the room for one guest. On one morning, I went down for breakfast with my partner. Initially, your staff were unable to scan my card but allowed us to enter. Once the issue was resolved, we were told that the booking was for one person only, which effectively meant we were being asked to leave despite already being seated together.
I fully understand and accept that my booking was for one guest. The issue here was not the policy itself, but the manner in which it was handled. There was no empathy, discretion, or attempt to communicate the situation politely, which left us feeling uncomfortable and unwelcome.
Secondly, on my fifth and final day, I requested a late check-out. A staff member named Janan (apologies if the name is incorrect) immediately dismissed the request, stating the hotel was full, without checking my booking. This hotel 100% overpriced for the service and amenities.