Crown Towers Sydney

The outdoor swimming pool is stunning. Breakfast buffet also offered a wide variety of selections. However, the service of pool is a bit behind, like some employees skived by hiding behind the bar table or lying down.

**Subject: Formal Complaint Regarding Poor Service During Check-Out** Dear CRWN TOWERS SYDNEY Hotel & Management, I am writing to formally express my dissatisfaction with the service I received during my recent stay at your hotel (Room 1811, from February 7 to February 14). Unfortunately, my experience during check-out was highly disappointing, particularly due to the unprofessional behavior of your front desk staff. ### Key Issues: 1. **Failure to Provide Stay Details**: Upon check-out, the front desk staff (two employees on duty between 8:00 AM and 8:30 AM) failed to provide me with a detailed stay summary (not the invoice, as this was provided by Ctrip). This oversight may prevent me from completing my company’s reimbursement process. If this results in any financial loss, I reserve the right to pursue legal action against your hotel. 2. **Poor Service Attitude**: During the check-out process, the staff repeatedly misspelled my title (Mr.xxx). Despite my multiple corrections, they showed no willingness to apologize or improve their approach. This level of unprofessionalism is something I have never encountered in my 10 years of business travel across 20+ countries and 80+ cities. I demand a formal apology via email from your hotel. 3. **Service Not Aligned with Brand Standards**: As a renowned five-star hotel in Sydney, Australia, your establishment should provide a high standard of service to every guest. However, the professionalism and attentiveness of your front desk staff fell far short of your brand’s reputation. I urge your management to take this matter seriously and implement measures to improve service quality. ### My Requests: 1. A formal written apology via email, along with an explanation for the service failures. 2. Provision of a complete stay summary to facilitate my reimbursement process. 3. Training for the relevant staff to ensure such issues do not recur. I trust that your hotel will address this matter promptly and ensure that future guests receive the level of service expected from a five-star establishment. Sincerely, Stay Dates: February 7 – February 14, 2025 Room: 1811 Date: February 14, 2025