One of my card stopped working at the last day of my journey.
It was around 21:45 pm and the lobby staff is gone so I need to call the hotline.
I have tried to call 2 times and first time the colleague of yours told us to retrieve the card which I didn’t lose, in order to try to get another one. And then it said the system cannot find my booking, so I could not get another one.
The second time I called there was a lady took my call and she speaks english. She was very nice and transferred me to another person. However, the man who took the call have absolutely no idea what is going on which means the lady didn’t brief the man the situation and obviously I can only speak English as I told the lady.
The man was not helpful at all and reluctant to provide any help at all. After the difficult communication by my partner who luckily speaks German, the man said he will send someone over to fix this issue. However he didn’t mention any information about when this man will be coming or whatsoever.
So we are waiting at the lobby right now and wondering why you guys refuse to speak English to me?
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Long Fung
22:24
And the man on the phone was very impatient, he didn’t even know there is only one Stayery hotel in Berlin! He even asked me on what street I was on. As a tourist I can hardly locate the hotel and he literally ask me the street name.
This is very unprofessional manner and I do hope you would improve such behaviour. A nice hospitality would represent your country after all :)
Also, the wifi never works, cannot even load a youtube clip. Furthermore, I tried to flip to “Come in” sign while I was out, hoping staff would get in and change the towel and stuff but nothing happen.