10/10 - Excelente
Mohamed
Viagem a dois
20 de out. de 2025
Pontos positivos: Limpeza, comodidades e condições e instalações da propriedade
I am writing to express my disappointment regarding a recent experience during my stay.
At check-in, I provided my debit card, unaware that it would be charged immediately. Unfortunately, this was not clearly communicated to me by your front desk staff. I only found out about the deduction and the refund process, which takes up to a week, during check-out. This was a frustrating and unexpected surprise.
What made the situation worse was the unprofessional behavior of the staff during check-out. The lady attending to me giggled and condescendingly told me I should have used a credit card. This came across as both insensitive and disrespectful. I was made to feel embarrassed for something that should have been clearly explained at check-in.
I have stayed at Berjaya properties before and never faced such issues. This experience was a major letdown and does not reflect the level of service I have come to expect.
Additionally, I do not understand why the refund process takes a week, especially when refunds on card terminals (including NETS or credit cards) can be processed immediately. This delay is inconvenient and unnecessary.
I hope you will take this feedback seriously and ensure better communication by front desk staff at check-in, more professionalism and empathy from your team, and a review of the refund process timeline for debit card payments.
I am now waiting for my refund. If it is not processed as stated, I will escalate this matter further to higher management.
Mohamed
Hospedou-se por 2 diárias em out. de 2025
