The ending was disappointing. We had a lovely experience at The Gate Hotel and would like to thank the lovely two staff members who welcomed us on our arrival on Saturday 9th (the receptionist and security guard). The receptionist gave us an amazing service, checked us in at the last minute and made sure our stay was perfect so we truly appreciate him for that. The security guard on that night was also very welcoming so thank you!uu
We would also like to thank Gabriella who was outstanding during our checkout and gladly offered the luggage conciergerie option to accommodate us.
Lovely stay in a lovely hotel and room however…
On checkout day, Monday 11 July, when we came back to pick up our luggages at around 10 PM, we literally got left outside the hotel on purpose. The security guard (around 50 black male) and the receptionist (who told us his name was Tim - Asian man around 30) didn’t want to let us in to pick up our luggages and acted like they did not see us. We had a flight to take and rang twice but nothing. We even thought the security guard who was on his chair was asleep until a customer, decided to open the door to us from outside.
When we got in, the two realized we were customers as we gave them the three luggage tickets that Gabriella had gladly given to us. But even then, Tim nonchalantly went to pick up our luggages and literally left them in the front of the door while my sister helped and went back to his desk without saying anything. He didn’t want to speak to us from the moment he saw us outside. On our way out, I decided to ask for the receptionist name and embarrassed he told me “Tim”, I couldn’t take the security guard name as our Uber was here but Tim knows exactly who he was working with that night and a lot of customers were present not only in the front (sat at a table and smoking) but also in the lobby. This is the worst check-out experience we have ever had (excluding lovely Gabriella) and we are truly disappointed by the service we received from these two people who are literally the first representation of the hotel you get. 5 minutes after we received our luggages, 3 white ladies rang the bell and got in after only 6 seconds!! Being treated in such a disrespectful by other POC is totally unacceptable especially for an hotel of this standing. Imagine what could have happened if we were just two random girls needing urgent help at 10pm while the streets were emptied?
Very disappointing, please train your two staff to not have bias against black people (including the black security guard himself). Disappointing ending.