Dear Hotel Management,
I am writing to formally express my strong dissatisfaction and safety concerns regarding my stay at your 5-star hotel from February 19 to February 21, 2026 (check-out on February 21, the fifth day of ***** New Year).
1. Room & Amenity Issues
We booked a double room and clearly informed you in advance that three people would be staying.
However, the room was only prepared for two people:
• Only 2 sets of slippers and towels were provided
• Only 4 pillows were available for 3 guests
We requested extra pillows, but were told it was not possible due to the hotel being fully booked. Even on the second night, we only received one extra pillow after repeated requests.
As a 5-star hotel, we were also disappointed that no coffee or tea amenities were provided at all — only an electric kettle was available.
2. Serious Lift Safety Issues
On check-out day, the lift service was extremely poor and unsafe.
Although the hotel has six lifts, but we had to wait for a long time. The remaining lifts stopped at every single floor, resulting in extremely long waiting times.
Worst of all, one lift suddenly stopped and got stuck between floors.
We were trapped inside for about 1–2 minutes with no movement.
There were only 12 people in the lift, but the notice clearly stated the maximum capacity was 21 people.
We were only able to exit because the lift finally opened at the 17th floor.
This incident caused great panic and serious safety concerns among all guests inside.
3. Response from Staff
I reported this dangerous lift incident to your staff during check-out.
I was told that the lifts had been inspected before the holiday.
I do NOT accept this explanation.
As a guest paying for 5-star service and facilities, I experienced:
• Inadequate room preparation for 3 guests
• Poor amenities
• Extremely inconvenient lift service
• A dangerous lift malfunction that trapped guests
I demand a proper explanation and official response from your management regarding the safety failure and the poor service during my stay.
