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2023-12-28
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I am writing to share my recent experience at The Cafe, which unfortunately left me disappointed and concerned. On the evening of December 22nd, my family and I visited The Cafe for a dinner buffet to celebrate Winter Solstice. However, our experience was marred by an incident involving one of the staff members.During our visit, my mother approached an older male staff member to request a glass of hot water. Although he kindly provided the water in a glass, it appeared to be an oversight as hot
During our visit, my mother approached an older male staff member to request a glass of hot water. Although he kindly provided the water in a glass, it appeared to be an oversight as hot water should not be served in a glass. Nonetheless, we appreciated his politeness and understanding.
Later, my mother returned to the drink bar with the empty glass, intending to exchange it for a proper cup of hot water. To our surprise, she encountered a female staff member of Southeast Asian origin. This staff member grew agitated and began shouting at my mother in English, emphasizing that glass should not be used for hot water. I would like to address a few points regarding this incident.
Firstly, my mother does not understand English, which made the situation even more distressing for her. Secondly, it is inappropriate for a staff member to raise their voice at an elderly guest, especially during a significant occasion like Winter Solstice. Thirdly, instead of shouting from the drink bar, it would have been more reasonable for the staff member to inquire about our table number and provide the appropriate cup.
In an effort to resolve the situation, I approached the staff member and calmly explained that the glass cup had been given to us by another staff member. As guests, we were unaware of which cup was suitable for each drink. I suggested that she could have simply explained the situation or instructed us to return to our table while she served us the hot water in the correct cup. Unfortunately, the staff member chose to ignore my explanation and continued to insist that we should not have used the glass cup. I expressed my dissatisfaction with her attitude, to which she claimed that she was only explaining and did not have a bad attitude. She even impolitely and commandingly inquired about the staff member who served us the glass of hot water. Out of respect for the older male staff member's initial politeness, I chose not to disclose the name of the staff member.
As a paying guest at a hotel dinner buffet, I find it unacceptable to endure such treatment. This incident was particularly disheartening as it occurred on a festive occasion like Winter Solstice. I must note that we have visited The Cafe multiple times before and have always found the staff and food to be excellent. However, this incident has left us deeply disappointed. I urge the management to thoroughly investigate this matter involving the specific female staff member. If she was not in the right frame of mind or did not wish to work on a festive day, it would have been more appropriate for her to take leave rather than directing her frustration at guests.
I hope that this complaint is taken seriously and that appropriate action is taken to address the behavior of the staff member in question.
张贴