We had a truly terrifying experience at your hotel in the early hours of August 9.
At approximately 3:20 AM, the fire alarm was activated. The initial announcement informed us that a fire alarm had been triggered but did not state whether it was false or genuine. It instructed all guests to stay calm and remain in their rooms. However, all elevators, including the fire elevators, were immediately shut down, which naturally caused confusion and panic among guests.
To play safe rather than wait for further instructions that might not come in time, we entered the staircase to evacuate. To our shock, we discovered that the backdoor at the stairwell exit was locked, and we were unable to return to our room. This constitutes a critical safety flaw. Had the staircase been obstructed or filled with smoke on lower floors, we would have had no way out but died there. We understand that there may be security concerns if the backdoor could be opened from inside, but we would strongly recommend installing a proper fire door with a push bar. Under ordinary circumstances, if someone pushes the bar from the inside, the door will open and an alarm may sound to alert staff of an unauthorised exit, thereby deterring misuse while still permitting egress. Such a door can be integrated with the building's fire alarm system so that it unlocks automatically the moment the alarm is triggered, ensuring that guests are never trapped inside the stairwell during an emergency. This failure in emergency preparedness could have resulted in potential fatalities and must be rectified without delay.
Having reached the lobby, the male staff member offered no explanation and no reassurance. We were left standing there, shaken and ignored. It was only after another guest repeatedly voiced their concerns that a second announcement was made, finally confirming that the alarm was, in fact, false. A second announcement should have been made promptly to clarify the situation, rather than leaving guests uninformed and in a state of distress.
When we later raised our concern with that male staff member, his response was dismissive and rude. He told us that entering the staircase was "not a smart thing to do given that the initial announcement advised us to stay put, and there is nothing to worry about as the fire station is just next to the hotel". This attitude is completely unacceptable. Since the initial announcement did not confirm the alarm was false, our decision to evacuate was a reasonable precaution. In a real emergency, hesitation can cost lives, and guests should never be criticised for prioritising their safety.
In addition, our room booking was mishandled. We had specifically requested a twin bed room, but for the first night, we were given a single bed room instead. While we were travelling as a family and managed the situation, this error could have caused significant embarrassment and discomfort for other guests who might be sharing a room with colleagues or friends rather than family members.
Overall, this stay fell far below acceptable standards in both safety and service attitude. We urge the hotel to treat these matters with the utmost seriousness and to adopt the measures recommended above without delay. No guest should ever face such risks or such indifference, and we trust that you will act promptly to avoid potential casualties in the event of a genuine emergency.
