Kempinski Hotels

I am writing to express my deep dissatisfaction with the service I received during my recent stay at your hotel. My check-in date was Friday, May 24, and my check-out date was Saturday, May 25 under the name of Sally Hamdan.

Unfortunately, my experience was marred by a series of issues that began from the moment I arrived, with the only positive aspect being the assistance provided by Samer at the front desk.

Upon arrival, I entrusted my luggage to the security team and handed the luggage card to one of your employees to bring them upstairs. When he returned, a Monopoly game we had brought was missing. I had to accompany him downstairs to retrieve it myself. While I understand that the hotel was busy, this was the first indication of the disorganized service I would experience.

The situation deteriorated further when we attempted to enjoy the pool area.

We were informed that there were no available seats, so we opted to sit in the Italian restaurant adjacent to the pool. Despite there being no sunbeds available, we were told by the waiter that we could not sit there without ordering food. This lack of accommodation was disappointing.

After dinner, we encountered another issue when attempting to pay by credit card. The card machine was not functioning properly, and despite trying three different bank cards, the problem persisted.

It took the waiter 10 minutes to find another machine that worked, causing unnecessary delay and frustration.

The next morning at breakfast, my cousin requested an omelet from the live cooking station. The staff member responded in a very unprofessional manner, stating, "I am very busy, you can go order inside." This level of service is not what we expected from a hotel of your caliber.

To cap off this series of disappointing experiences, we had requested a late checkout for one of our rooms and specifically asked room service to move our luggage to that room. At 2:15 PM, I received a call from a supervisor instructing me to check out immediately, despite having agreed with Mr. Waseem that our checkout time would be 3:00 PM.

The supervisor claimed to have no knowledge of this arrangement and did not recognize Mr. Waseem's name, which left me confused and forced me to cut my pool time short to sort this out. Upon arriving at the reception, I discovered that my luggage had not been moved as requested, leading to further delays and frustration.

This series of incidents left me with a very negative impression of your hotel. While your facilities are impressive, the service was severely lacking in professionalism and efficiency.

I hope you will address these issues to prevent future guests from experiencing the same level of dissatisfaction.

I trust that you will take my feedback seriously and take appropriate measures to improve your service standards. I look forward to your response.