Subject: Formal Complaint Regarding Stay on 30/06/2025
Dear whom it may concern],
I am writing to formally raise a number of concerns following our stay at your hotel on the night of 30th June 2025.
1. Fire Alarm Incident and Emergency Response At approximately 7:00 AM, the fire alarm was triggered and sounded three separate times. While I understand these systems exist for our safety, the handling of the situation was deeply concerning.
We followed the emergency exit signage as instructed, but found the stairwell exit blocked by a Qatar Airways crew member and her suitcase. Despite being asked, she refused to move her luggage from the doorway.
Upon reaching the emergency stair exit, we discovered the door was locked and would not open, even after three adult guests attempted to force it.
Most troubling was the complete lack of visible staff presence or direction throughout this episode. This lack of guidance significantly added to the distress experienced by our children and other guests.
2. Check-In and Payment Dispute We had prepaid our booking via Expedia, but upon arrival the receptionist (Marie) insisted we had not paid and asked us to pay again. Despite showing our receipt and bank confirmation, she remained dismissive and unhelpful. Only after we contacted Expedia, who in turn spoke directly with the hotel, was the situation resolved. This unnecessary confrontation following a long journey was frustrating and disheartening.
More to follow
