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I stayed from 5th Nov to 9th Nov in Ramada Suites, Darwin, Australia. My main issue is with some of the staff members attitude towards me.
We were not happy with our 1st room as there was no air conditioning in the bedroom and it was unbearably hot to sleep there. We requested to change room and the receptionist called Lisa gave us another room with airconditioning inside the bedroom.
However, the 2nd day when we came back to our room at 5pm and we found out there wasn't any housekeeping service. I talked to a receptionist called Sharyenne and her reply was this is because I have changed my room. I wasn't happy with that and as I was talking she tried to talk over me. Luckily few minutes later Lisa (the other receptionist who changed our room on our 1st day) called me back and apologized. Unfortunately we did not get any housekeeping service on that day as it was after 5pm. I have also raised this issue with the manager Scott Russell and he apologized to us with food and drink. However the rudeness of that receptionist (Sharyenne) was unacceptable.
3rd day while we were having breakfast I found a fly in my fried rice (picture attached). I talked to the waiter who then spoke with the chef. The chef, however, did not apologize immediately nor even looked at me. Only thing he did was to use a fork and fork out that fly then handed the waiter back the plate with all the remaining food left. I informed the waiter that I was going to escalate this rude attitude to the manager again. Then 10 minutes later chef came and apologized to me in person.
Another issue I want to raise up is I posted a comment on tripadvisor and attached the picture with the fly in my food. The representative named michelleaK9880BV accused me of putting a fly on the fork and did not respond to any of my other comments on the review. I would like to point out one thing, the purpose of me or other guests giving reviews and feedbacks is to encourage staff to reflect and improve, rather than acting defensively.
Can you please remind staff from Ramada Suites Darwin to please improve their customer service and communication skills? Also please remind michelleaK9880BV to work on her reflective skills?
