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Evi Susanti
1220 Water Way Dr.
Indianapolis, IN, 71233
714-336-1484

8/15/2009

Hotel marbela
021-8651872,021-99828827
jakarta, 17145

To whom it may concern:

My name is Evi Susanti and I frequently travel throughout the year as I am a sales representative for the company I work for. While traveling, I usually always seek to stay at the Hotel Marbela. I do so because in the past, your employees exemplify outstanding customer service. However, that last time I stayed at the Hotel Marbela, I was highly disappointed and unsure if I will ever stay at another Hotel Marbela again.

During my stay in Jakarta, Indonesia, hotel exklusiv, on 06.00 pm through 00.00 pm , my stay at the Hotel Marbela was rocky from the on-set. From check-in to check-out I experienced numerous problems that I just cannot let go untold. When I first walked up to the desk to check-in the woman behind the desk was on the phone. I waited patiently for over 20 minutes for her to even acknowledge I was even there. When she did get off the phone, I overheard her say to the person on the other line "Honey, I gotta go. This old lady is giving me dirty looks!" I assure you I did not give her dirty looks, I was just looking at her to see if she was going to give me some kind of instructions like 'just a minute, I'll be right with you'. Forty minutes later I finally inserted my key card into the lock of my room door. I was immediately knocked back from the sight and smell of the room. Obviously she put me in a room that had not yet been cleaned but this room was not just dirty, it was horrendous! It took another 30 minutes for her to change me over to a different room. Mind you that there were not any other customers that she attended to during this time and it was after 4:00 pm.

I let all this go and set about preparing for bed as I had a very early breakfast meeting the following morning. However, little did I know that my problems had just begun? Several rooms on my floor were extremely loud through-out the entire night. When I tried to complain to the Front Desk the next morning, I was told that there was nothing that they could do about it. This nightly noise continued for 3 of the 5 days of my stay. While this in itself is intolerable, every day of my stay I had to go to the front desk and inquire why my room had not been cleaned during the day while I was out. Each day they told me that they were going to get to me soon.

This is by no means is an exhaustive list of the poor customer service I during this stay. This stay at Hotel Marbela was costly and it is unacceptable to be treated in this manner. I hope that this is a one-time experience that I will never have to endure again. However, I feel compelled to make my complaint known if for no other reason than I do not wish to see anyone else go through an experience such as this. Please respond with how you have handled this issue and how I can be sure this will never happen to me again.

Sincerely,
Evi Susanti