Hotel Review – Glamorous on the Outside, Empty on the Inside (Including Sauna Issue and Room Insect Incident)
While using the hotel sauna, I noticed that the water wouldn’t drain, so I informed a staff member.
It wasn’t merely about my inconvenience—I hoped to prevent water waste and help the hotel’s operations.
However, the response I received was disappointing.
Instead of a simple word of thanks, the staff told me to “try this” and “try that,” as if I were the one responsible for fixing the problem.
If I were in that staff member’s position, I would have simply said:
“Thank you for letting us know. I’ll check it right away.”
That one sentence reflects the staff member’s professionalism and ultimately defines the hotel’s level of service.
The exterior was impressive and the facilities were fine, but the essential qualities of service—attitude and empathy—were noticeably lacking.
Expressions of gratitude or apology do not diminish a person’s dignity; in fact, they elevate it.
Additionally, when an insect was found in my room, the hotel did clean the area, but they immediately concluded that the insect must have entered from outside, as if it were not the hotel’s responsibility.
From a guest’s perspective, such a response is deeply disappointing and harms the hotel’s image and credibility.