Formal Complaint Regarding

I am writing to formally lodge a complaint regarding a highly unprofessional and distressing interaction I had with one of your reception staff members when calling to confirm details of my upcoming stay. On 17 January 2026 at approximately 11:19, I called your establishment from 084 985 3265 to the number 067 131 7764. The purpose of my call was simple: to confirm general apartment facilities, specifically whether units are equipped with an iron and a stove, so that I could prepare appropriately for my 12-day stay. My accommodation was booked by my employer, and while I was copied on the confirmation email, the information provided was unclear. As a paying guest, I felt it was reasonable to call ahead to ensure everything was in order and to avoid any inconvenience upon arrival. Unfortunately, the male staff member who answered the call was rude, dismissive, and unhelpful throughout the interaction. He repeatedly deflected my questions, stating that there are “many agents” and that he could not assist me unless I provided a reservation number. I explained that my query was general, but also clearly stated that I was willing to provide the confirmation number if needed. He refused to accept it and insisted I send it via WhatsApp instead. When I asked if he could email me to confirm my reservation details, he again deflected and simply told me to come to reception with the booking information. At no point did he show empathy, interest, or a willingness to understand my situation. The call ended abruptly when he cut the call on me. This interaction left me genuinely concerned about the level of service I can expect during my stay. As a guest who is paying (via my employer) to stay at your establishment, I expect to be treated with basic courtesy, professionalism, and respect. I strongly request that: This call be reviewed Management addresses this matter with the staff member involved Someone from management contacts me directly to discuss this further I am anxious about the days ahead and how my interactions with staff may unfold. I will continue to document my experience, as service quality plays a critical role in a guest’s overall stay. Paying guests should be treated with pride and professionalism. Without guests, there would be no business and no jobs. The behaviour displayed during this call fell far below acceptable standards. I look forward to your urgent feedback.