Pathetic services

Complaint Regarding Poor Customer Service at Sugar Hotel Spa

This morning, I contacted Sugar Hotel to reschedule my spa appointment, which was originally booked for this past Saturday. Unfortunately, I was hospitalized on that day and unable to attend. I reached out as soon as I could this morning, hoping to explain and possibly reschedule.

The first person I spoke to was a man named "Once More" (or something similar). He was extremely unapproachable and rude from the start. I was then transferred to a polite and understanding lady who listened to my situation. She expressed sympathy and explained that rescheduling might be out of her control, but she would try to assist if possible. I appreciated her professionalism.

However, I was transferred back to "Once More," and his behavior was unacceptable. When I calmly asked what his position was, he refused to say. I was later informed by the lady that he is actually the manager. If that is the case, I strongly feel that he needs to undergo customer service training. His attitude was unprofessional and completely unsuitable for someone in the hospitality industry. I remained kind throughout the conversation, but his treatment of me left me deeply disappointed.

As a customer, I expected empathy and respect, especially given my circumstances. I hope management takes this seriously and addresses this issue, as it reflects poorly on the entire establishment. Mrs Isaac's