De Garden Hotel Reviews

Thank you for the comment. We are constantly trying to do our best for enhancing our customer satisfaction. We deeply regret for any inconvenience.

Dear Valued Guest,Once again, we would like to apologize for the unfortunate incident that arises during your stay in our hotel. A thorough investigation was done on the case dated 6th April 2023, 1825H where the check in took place. Room 3A13 were assigned and the guest entered the room at 1839H.1.Our receptionist received a call at about 1910H regarding a faulty door and the guest from 3A13 were stuck in the room.2.At about 1915H, our security immediately attended with a master key followed by our housekeeping staff with the master key card. They contacted our maintenance staff the moment they failed to open the door. Our maintenance were off duty, therefore our security offered some bread from the balcony next room, did his best to calm the guest and reassured that help is on the way.3.As soon as our maintenance staff arrived, at 2001H, he immediately attended and identified the issue with the limited tools, reassured and calmed the guest while he fetch more tools. As soon as he came back, the metal cover on the door lock were found stuck, damaged and deformed. It seems the guest made attempts to remove the lock with the tools he left behind when he was away. While he tried to fix the door, the guest made multiple attempts of interruption but he chose to comply out of respect, thus delaying the process until 2035H. The whole incident took about 1 hour and 25 minutes from 1910H, the moment we received the call, until 2035H when the door opened.4.Right after that, a one sided debate were seen at the ground floor lobby with our receptionist and the guest left the premise at about 2045H. The guest returned again for another debate from 2315H until 2346H and threatened our security staff. Nonetheless, we offered a new room and the guest accepted the offer.5.On the next day, the official representative of the hotel met up with the guest. And again, we apologized and explained that after intensive investigation, evidently, this happened because of external factors and or purely accidental in nature. The guest immediately responded with curses and profanities, threatened to assault our staff and defame the hotel via social media. Unfortunately, the guest continued to spout harsh and offensive words and issued an ultimatum, demanding a good and satisfactory compensation to which they refused to state and clarify.6.Ironically, the guest resumed their stay in the hotel even after all the disapproval, but we received reports of verbal harassment from our staff until the end of their stay. All in all, we did our best to rectify the issue, and would like to apologize again for any shortcomings. We are aware of the video and audio recordings taken by the guest, but those recordings were pre-organized and staged, therefore, does not reflect the entirety of this case specifically. In conclusion, we would like to state that unlike what was shared by the guest, this is what really happened. As a final remark, since the guest had responded with ill