Hotel Ceasar Palace

Super

I am writing to formally express my deep dissatisfaction with the service I received during my recent stay. The following issues highlight a significant lack of flexibility and a disregard for customer satisfaction: • Unreasonable Extra Charges: I booked a twin room, which by standard definition should accommodate two people. However, because the number of guests wasn't specified in the booking, I was denied a second occupant unless I paid an additional fee equivalent to the price of a new room. This policy is highly unusual and felt like an attempt to exploit a clerical oversight rather than assist a guest. • Refusal to Accommodate Reasonable Requests: After being forced to book an entirely separate room for the second person, I requested to switch my original twin room to a single bed room, as a twin bed was no longer necessary. Despite having already spent more money with your hotel, my request was flatly refused with various excuses. This total lack of flexibility is unacceptable for a service-oriented business. • Unavailability of Management: When I asked to speak with the General Manager to resolve these issues, I was told they were "too busy." As a guest contributing to the hotel's revenue, I find it insulting that management cannot find time to address a legitimate grievance. If the GM is too busy to care for the guests, it raises serious questions about the hotel’s priorities. Conclusion: This experience has been incredibly disappointing. The rigid policies and the "brush-off" from management have ensured that this will be my last stay at this property. I expected professional hospitality, but instead, I received poor problem-solving and a lack of respect. I hope this feedback reaches the GM so that no other guest has to endure such a frustrating experience. Sincerely,

Poor service