Subject: Formal Complaint Regarding Unprofessional Service During Arrival and Check-In
Dear Conrad Manila Management,
I am writing to formally raise my concerns regarding the highly disappointing and unprofessional experience I encountered upon my arrival at your hotel on my recent visit.
From the moment I entered the property, the level of service I received fell far below what I have always associated with the Conrad brand.
When I arrived at the parking area and proceeded to the lower-level lobby, I was approached by a lady who began asking several personal questions—full name, date of birth, and other details—in what felt like an unnecessarily intrusive, interrogation-like manner. Although I complied, the process did not feel welcoming or professionally conducted.
After completing that, I proceeded to the elevator. Upon stepping out on the lobby level, I was immediately confronted by another lady dressed similarly, carrying the same type of paperwork, and asking me the exact same set of questions all over again. Once she finished, she abruptly instructed me to “go fall in line,” despite multiple receptionists being available and only a few guests being attended to. When I questioned the need to line up again, she dismissively responded, “Okay, you can go now.” The tone and attitude were far from the hospitality expected in a five-star hotel.
At approximately 1:49 p.m., I reached the front desk and handed over my passport. I explained clearly that I would only be sta