After successfully using your hotel for many years, I recently experienced a terrible problem. I am writing to obtain compensation for a mistake for which I believe your hotel is responsible.
On January, 20-24th, 2011, I and my brother stayed at Hotel Rossija. We were so pleased and trusty that decided to leave a package for an old friend. She was supposed to pick it up after we would check out. Unfortunately this time we forgot to leave a room key at the receptionist or perhaps, the receptionist forgot to remind us about the key… Anyway. Upon our arrival at home we discovered our mistake and call the hotel to ask for forgiveness and promised that we will send the key via mail or will drop off during our next trip or pay fee with a credit card. The reason we had to do all of that is that the supervisor of the hotel, someone named Lyuba, took out package as a hostage. Moreover she spoke very rudely and unprofessional over the phone, at the end she had a nerve to hang up the phone on me while I was talking. Basically her point was “give me a key or you won’t see your belongings”. She ignored my apologies and regrets, she wouldn’t hear my explanations. After that I was unable to get in touch with her and with someone superior to her. We expect your Hotel to return the package because of your receptionist’s mistake. It’s the hotel’s job to remind us. We also expect a full apology from supervisor Lyuba and assurance that she takes responsibility for her rudeness.
From our experience, this situation was a dramatic letdown from the superlative service that we usually receive from Hotel Rossiya. In fact, we have always been loyal to your hotel because of the exemplary treatment we have received from you and your attentive staff. We suggest that you coach Lyuba in proper customer service procedures and in customer relations. Her behavior does not reflect positively on Hotel Rossiya.