DON’T STAY AT THIS HOTEL!!!!! I had a horrible experience when I recently stayed there. One of my suitcases was stolen in my hotel room and I didn’t receive any compensations from the hotel. The customer service was absolutely horrible!!! I stayed at Lelux hotel for five days for vacation. One the second day, I left my hotel room at 10:00am, came back at 4:30pm and found out that my room door was slightly open (I double checked that the door was closed when I left in the morning) and one of my suitcases was missing. I also found a guest swipe card (not mine and I don’t know whose card it was) on the floor so someone must go in the room and steal my suitcase between 10:00 am and 4:30pm. I spoke with the hotel manager right away and she said that she would check the cameras and let me know. It took her and her staffs the entire evening and another day to go through all the cameras and the reception staffs told me that they couldn’t see who stolen my suitcase. Really????? The problem is that they only checked the camera for the front entrance, refused to check camera for the second floor where my room was located. I kept telling them that they need to check the camera for the hallway on the second floor. However, they refused to do so. One of the guys who work at the front desk was so rude. I can’t believe that he repeatedly asked me whether I brought the suitcase into my room. Of course I did!!!! I put stuffs in the suitcase in that morning. I can’t believe that he thought that I was lying. The manager is even worse. She didn’t want to take any responsibilities and kept telling me that she would keep going through the cameras and let me know the result. She never called me back. Instead, I had to follow up with her every day. On the third day, I asked her whether she would offer me any compensations. She said that “No. Because I couldn’t ensure whether you left your door open when you left the room or you let someone in the room……” Come on, what kind of customer service is this?!! I told her that I will post a negative review on the booking website and she said that “Of course, you will” and finally asked me what kind of compensations did I want. I said that I wanted the refund from the hotel. She said that she would check with her boss and let me know later in the afternoon. Again, she never called me back. Instead, I went to see her at 4:30pm, but she already left the hotel so I asked the reception staff to call her. She told the reception staff to tell me that I can check out now and receive the refund for remaining days. I told them that I’m not satisfied with the solution because that is not the compensation. The reception staff said that his manager told him that this was the final decision. I asked the reception staff to give me his manager’s phone number and his manager’s boss’ phone number as I want to speak to them directly. He said that he couldn’t provide the phone number to me as their phone numbers can not be shared with customer
Very Good
40 Reviews